Intelligently Managing Heterogeneous Robotic Fleets (at scale)
An interview with Kate Kidd, VP Product, SoftBank Robotics America
HJD: Welcome again Kate! How common is it for companies to use robots from multiple manufacturers?
KK: It’s great to be here again – thank you! It is becoming increasingly common. The autonomous robotics market has expanded rapidly – fueled by general tech adoption, AI, and machine learning. Compared to six years ago, when we launched Whiz, organizations now have access to a far greater variety of robots. This shift makes it more attractive and feasible to use different robots from multiple OEMs (Original Equipment Manufacturers) to handle diverse tasks across operations. However, it is not a trivial task.
HJD: Why do you believe multi-OEM strategies are gaining traction?
KK: Companies are discovering that no single vendor can tackle every problem perfectly. With specialized robots now being available (e.g. vacuums, scrubbers, lawnmowers), organizations can create customized solutions by combining robots from different vendors to target unique pain points. This is where SoftBank Robotics America has a distinct advantage. We are a robot integrator which means we are an expert in the customization of solutions to meet customer needs and more importantly, we have no hidden agenda or incentives to sell specific technology.
HJD: A custom solution sounds exciting but surely this creates additional complexity and administrative overhead especially when it comes to reporting results?
KK: Absolutely, 100%. The more varied the fleet, the more fragmented the data is. Each robot type —and each manufacturer—uses its own data model, meaning the performance data lives in silos. Across manufacturers, different file formats could also be used e.g. JSON, ASV; and different definitions e.g. floors measured in meters vs. feet. Without a unifying framework, it's extremely difficult for organizations to see the big picture across their autonomous robotic systems. Even if every robot is excelling at its task (for example, cleaning, mowing or vacuuming), they are not talking to each other, which means that enterprise teams struggle to answer questions such as: “Are we actually seeing a return on investment?”
Add to data the challenges of dealing with unique support needs per vendor and more. The issues that you see with a few robots from the same manufacturer are complex. If you then try to scale multiple manufacturers it further compounds the issue and gets exponentially worse. If one robot is complex, imagine 100 or more from different manufacturers!
This is why we developed SoftBank Robotics Connect 2.0.
HJD: How does SoftBank Robotics Connect 2.0 solve the challenges of managing and measuring the performance of multiple robots from different manufacturers?
KK: SoftBank Robotics Connect is a purpose-built, unified platform that brings all robot data (regardless of type or manufacturer) together under one transparent management layer. It allows users to track the data gathered from every robot via a dashboard interface to analyze performance and simplify deployment. It allows users to see a lot more than “Was the job done?”
If we take commercial cleaning as an example, there are many important metrics to take into consideration when evaluating if a job was well done. Some of the metrics you might expect to see in the dashboard are, for example:
- Completion rate percentages
- Square footage/meterage cleaned
- Exact cleaning paths completed via mapping
- Which areas were missed and why
HJD: How does SoftBank Robotics Connect help the commercial cleaning business and facility management teams responsible for commercial cleaning?
KK: Historically, facility management lacked this level of data transparency. Now, teams can drill down to see which robot completed what task, when, and how—with granular detail. This approach brings confidence and clarity to an industry that’s often had to rely on manual oversight and assumptions.
Transparency builds trust and improved service quality ultimately translates to great customer experiences and ongoing revenue. Teams no longer need to manually gather data to justify service quality – they get instant reporting and proof of task completion as well as visual confirmation of clean. This approach also enables root cause analysis and management by exception, meaning issues can be identified and resolved before becoming systemic.
The SoftBank Robotics Connect platform is transformative for enterprises that have high customer service expectations, low staff availability and a willingness to work with a proven cleaning automation platform and a trusted robotic integrator.
HJD: How have customers responded? How have they adapted to having real-time data about their operations?
KK: Adoption varies, but the early feedback is strong. One customer reported saving hours per week thanks to the platform, saying it was far better than anything they'd previously used. The capability to quickly access performance data—like task completion rates and daily cleaning confirmations—is where the cleaning industry is ultimately going. and we are able to help set new industry benchmarks for measuring automation effectiveness.
HJD: Why is data and SoftBank Robotics Connect so important for enterprise robotics programs?
KK: Data empowers organizations to tie automation outcomes directly to strategic goals. With SoftBank Robotics Connect, companies no longer guess whether they're meeting expectations. Instead, they gain immediate visibility into questions like: “Was my facility cleaned today?” and “Are my robots helping us achieve our automation goals?” Visibility ultimately helps customers to push the envelope, adopt more robots faster and more effectively and deliver business value.
HJD: Are all customers ready to leverage the available insights from SoftBank Robotics Connect right away?
KK: Some customers are new to automation or technology in general, so analytics and data-driven decision-making can be unfamiliar. But even those who don’t value it initially often find themselves asking for proof: What did the robot do? As they see the system in action, the value of data becomes clear. Customers who are already tuned into the importance of metrics are typically eager to benchmark performance, track outcomes and justify investments. For them, data is the foundation of their robotics programs. They understand the need to measure total cost of ownership, to track progress towards stated objectives and justify investment in the program.
HJD: How does SoftBank Robotics Connect scale with a business as it grows?
KK: With consistent data available from one source, enterprises can now scale robotic automation faster and more effectively knowing they'll be able to measure ROI and prove operational success. The platform was designed with scalability, consistency, and speed to insight at its core. It’s about more than just expanding robot fleets, it’s about supporting integration across a wide spectrum of future technologies—whether that’s new cleaning bots, landscaping automation, or even sensors, software, or AI cameras. It’s infinitely flexible because the data model isn’t locked into a rigid structure. Instead, it's integration-first and insights-first, empowering customers to future-proof their automation journey.
HJD: How does SoftBank Robotics Connect impact Total Cost of Ownership (TCO)?
KK: If we take commercial cleaning as an example. At the outset, many companies focus only on the cost of the robots as though they were cleaning equipment. This is largely because that is what they are familiar with. TCO in robotics must encompass deployment quality, minimal assists, repairs and swaps, and fleet-level transparency. While a robotic automation solution may not appear to be the cheapest upfront, over a number of years the solution pays for itself and more. By elevating data visibility across all robot SKUs and locations, operators can manage fleets and portfolios more efficiently and proactively. For example:
- Focus on Uptime: Minimizes downtime through smart assist triaging—keeping robots in the field, not in repair.
- Assist Reduction: By identifying root causes of failures, mitigation practices can be put in place.
- Proof of Clean: With intelligent insights and proof of performance, stakeholders can justify robotics spend and demonstrate ROI.
In short, SoftBank Robotics Connect is a strategic platform that uses data to help businesses see the true value of robotic automation programs.
HJD: Kate, thank you so much again for your time and fabulous insights!
KK: Thank you, Helen. Anytime – it’s always a pleasure.
More Information:
If you would like to find out more about the benefits of Managing Heterogeneous Robotic Fleets with SoftBank Robotics America, be sure to listen and watch this on-demand webinar.
For more information about SoftBank Robotics America and the robotic automation program, please visit the website.
