Disney is now looking at new ways to transform business processes – using robots. The aim is to free up Disney cast members from some of their more repetitive tasks, leaving them with more time to interact with guests and make meaningful connections.
Within Disney’s Technology and Digital department sits a new Business Process Automation (BPA) team, which is working to create a Robotic Process Automation (RPA) platform. This would have the ability to copy repetitive or monotonous tasks, using machine learning to process documents, mimic human interactions with systems and do simple machine-to-machine tasks.
For instance, cast members often have to process transactions or enter data into the system, taking their focus away from the customer in front of them and adding up to several hours of repetitive exercises. If a robot can take on these tasks, it frees them up to concentrate all of their focus on the guest, therefore improving that person’s experience.
Automation can mean a better guest experience
“The innovative automations and robotic solutions our amazing team create truly inspire me; removing impediments and freeing fellow cast members to focus on what they love to do: creating magic for our guests,” said Sean T. Murphy, senior product manager on the BPA team, speaking on the Disney Parks blog.
So far, the team has discovered nearly 200 different use cases where this technology could have a positive impact.
Disney’s Premium Services team has already been using process automation, as business manager Kim Gunther explains:
“The Automation team enhanced our business efficiency by providing an innovative process improvement to a previously time-consuming workflow, freeing valuable resources so our cast can more readily assist our guests.”
Robots & attractions
Robots have been a key trend across the attractions industry recently. Disney has been working on robots that walk like cartoon characters and robots that can imitate human facial movements, as well as soft-body bots and storytelling robots. Visitors can also see the stuntronic acrobat robot Spider-Man that swings over the newly opened Avengers Campus.
See also: 7 ways Disney robots will revolutionise theme parks
Elsewhere, theme parks in the US are also introducing robot security guards. Earlier this year, ROAMEO (Rugged Observation Assistance Mobile Electronic Officer) made its debut at Six Flags Over Texas and Six Flags Magic Mountain. The bot can tell when visitors are in areas that they should be in, and can also see when guests are not wearing face coverings.
Top image courtesy of Disney
