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" ... These robots that are sproutin’ up all over in hospitality and customer service, such as Connie, Botlr and DRU, are deployments of customer service technology in a way that is very visible to customers– unmissable, in fact. In each case, the technology not only assists the interface with the customer, it is the interface. Certainly there is entertainment value in this. But I think some of the most interesting applications of technology in customer service are to support great service from the background with the human still retaining the essential and emotion-laden interface position. ... "