Shopping Centre Robot Guide

A mobile first-contact assistant for modern malls.

Sensity turns a service robot such as Cruzr 1S into a supervised mall assistant that welcomes visitors, answers “where is…?”, promotes tenants, supports events, reports risks and escalates to staff when needed.

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Visitor journey

From “I need help” to a successful visit.

The robot takes the first contact, understands the request, shows the route, promotes relevant offers and hands off sensitive cases to people.

Welcome

Recognises approach, greets visitors, offers language selection and explains it is a digital assistant.

Understand

Clarifies whether the visitor needs a store, product category, service, event, restroom, lift or food court.

Guide

Shows the floor, route and accessible path on screen, with voice guidance or a safe guided route where approved.

Escalate

Transfers unresolved, sensitive or safety-related cases to information desk, security, cleaning or operations.

Why malls need it

Help that moves with the people flow.

Static kiosks wait for visitors. A supervised robot can approach approved zones, answer repeat questions, carry campaigns into high-traffic areas and report issues before they become complaints.

Store and tenant search by name, category or buying intent
Directions to toilets, lifts, parking, ATMs, food court, exits and events
Promotion of tenant offers, QR coupons, campaigns and loyalty sign-ups
Family-friendly engagement with strict child-safety boundaries
Risk reporting for spills, blocked paths, damaged signage and crowding

Robot guiding a mall visitor near an electronics store

Visual examples

Shopping-centre scenarios for the robot.

Use these images for the shopping-centre page, pitch decks and demo storytelling.

Robot guiding a shopper near electronics stores — Product-to-store guidance: “Where can I buy headphones?” → nearby electronics tenants, route and offers.

Robot helping shoppers with a mall directory kiosk — Directory support: floor map, categories, accessible routes and QR handoff to the visitor’s phone.

Robot engaging families at a shopping centre event — Event engagement: family activities, prizes, event schedules, photo moments and campaign participation.

Robot welcoming visitors at a mall entrance — Entrance greeting: welcome, language choice, store search, event highlights and staff escalation.

Concept model

Visitor service, tenant value and operations in one workflow.

The same assistant can support the customer journey, tenant campaigns and operational visibility without becoming an unsupervised security guard, payment terminal or childcare service.

Customer experience: welcome, directory, route guidance and multilingual FAQ
Commercial layer: offers, QR coupons, events, loyalty and campaign analytics
Operations: risk reports, cleaning tasks, maintenance tickets and security escalation
Human control: staff remain responsible for sensitive cases and final decisions

Activity map

What the robot can do in a shopping centre.

Visitor-facing

Guide and assist

Greeting, tenant directory, product-to-store recommendations, food court guidance, family support and accessible routes.

Commercial

Promote tenants

Daily offers, QR campaigns, event activation, loyalty sign-up, consented lead capture and VIP concierge support.

Operations

Report and escalate

Spills, blocked exits, damaged signs, cleaning needs, lost property first handling and emergency announcements.

Operating zones

Clear spatial rules make deployment predictable.

Green zones: public corridors, entrances, information areas, event zones and approved promo routes
Yellow zones: queues, narrow corridors, store entrances, lifts, family areas and parking lobbies
Red zones: stairs, escalators, service corridors, emergency exits, toilets, kitchens, loading areas and dense crowds
Low speed, polite distance, screen confirmation, safe stop on alarm and priority for people at all times

Safety boundary

Helpful, not uncontrolled.

The robot does not physically assist people, chase or block customers, process card data, collect children’s personal data, give medical/legal advice or enter restricted zones.

Book a Mall Demo

Implementation roadmap

Start useful and low-risk, then integrate deeper.

Phase 1

Standalone assistant

Greeting, directory, static map, FAQ, promotions, manual escalation and basic risk reporting.

Phase 2

Operations integration

Tasks for cleaning/maintenance, live event data, patrol schedules, analytics and staff console.

Phase 3

Tenant and loyalty layer

Tenant APIs, offers, QR coupons, stock/hour data, loyalty sign-up and consented leads.

Pilot KPIs

Measure experience, tenant value and operational effect.

Interactions, solved questions, completed escorts, languages and escalation rate
Successful routes, repeated questions by zone and use of accessible routes
Promotion views, QR scans, direction requests to tenants and consented leads
Hazards reported, time to acknowledgement, cleaning/maintenance tasks created
Emergency stops, near misses, complaints, privacy requests and staff interventions

Recommended first scope

Phase 1 pilot

Start with navigation, promotions, events and basic risk reporting in clearly mapped green zones with a visible human escalation path.

Plan the Pilot