Robot systems, methods, control modules, and computer program products that leverage large language models

A method of operation of a customer experience system comprising a robot system communicatively couplable to a repository of omnichannel customer data, the repository of omnichannel customer data comprising a non-transitory processor readable storage medium storing customer data about multiple customers synthesized from multiple touch points, wherein the method comprises:

• initiating, by the robot system, an interaction with a customer in an environment of the robot system, wherein the interaction includes receiving, by the robot system, an inbound verbalization from the customer in the environment of the robot system;
• identifying the customer by the robot system;
• accessing, by the robot system, information about the customer from the repository of omnichannel customer data;
• generating a natural language (NL) query by the robot system, the NL query including a NL description of the information about the customer, a NL description of contextual information, a NL transcription of the inbound verbalization received from the customer by the robot system, and a NL request for a response verbalization for the robot system to deliver to the customer;
• providing the NL query to a large language model (LLM) module of the robot system;
• receiving, from the LLM module, the response verbalization for the robot system to deliver to the customer;
• delivering, by the robot system, the response verbalization to the customer;
• and
• contributing, by the robot system, information about the interaction with the customer to the repository of omnichannel customer data, wherein the repository of omnichannel customer data includes at least one type of information about the customer selected from the group consisting of:
• data collected through a website, data collected through computer-based software or applications, data about the location history of the customer, and data about in-store activity of the customer.