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“The first requirement for a customer service robot is to be ‘like a human’. Only by being ‘like a human’ can we reduce the impact that the machine has on people. There is a sense of distance; and from ‘robot’ to ‘human machine’, it is about cooperation together.” – Mr. Lin, Consulting Director of the Third Affiliated Hospital of Guangdong Pharmaceutical University.

In this issue of Customer Cases, Kuaishang has an exclusive interview with Mr. Lin, the consulting director of the Third Affiliated Hospital of Guangdong Pharmaceutical University, and will share with you his strategies for gaming in the medical market and his views on the customer service market.

1The Third Affiliated Hospital of Guangdong Pharmaceutical University

Relying on the enduring medical development and unique medical resources of Guangdong, a strong medical city, the Third Affiliated Hospital of Guangdong Pharmaceutical University has completed The magnificent evolution from a clinic to a tertiary comprehensive hospital, among which the special diagnosis departments focusing on the treatment and prevention of mental illness, neurosurgery (epilepsy), and allergic purpura are even more impressive.Relying on years of accumulated diagnosis and treatment experience, we have formed a unique diagnosis and treatment method and built a good reputation for the hospital.

2 Matters contained in the interview

Q1. What do you think the arrival of the Internet era will have the greatest impact on the customer service work of the customer service industry?

Mr. Lin: The arrival of the Internet era can be said to have made enterprise competition less and less secretive to a certain extent. The gap between enterprises in terms of quality and technology of product tools is getting smaller and smaller, and the decisive impact of intangible products on customersSierra Leoneans Escort In an increasingly small environment, the competition of internal products has become indispensable, and customer service is an important part of internal products.

Nowadays, customers’ expectations and requirements for services are constantly increasing. They are no longer satisfied with ordinary services, but want Sierra Leoneans EscortThe best, the fastest. They have evolved into consumers with great product awareness and high requirements. It can be said that consumers are becoming more and more “smart” now. This is also the reason why we choose the first requirement for customer service robots – “like people”, without high Customer service robots with anthropomorphic functions cannot cope with this group of increasingly smart consumers.

Q2: What are the important reasons for using customer service robots?

Mr. Lin: The launch of Baidu New Medical has brought more inquiries, but only about 35% of these visitors who entered the inquiry have effective dialogues. Effective dialogues consume a lot of customer service patience and time, and have a negative impact on conversions. Had a great impact.

The hospital’s special diagnosis department specializes in the treatment of epilepsy, and the symptoms of epilepsy are seasonal. Whenever epilepsy enters a period of high incidence, the number of online consultations surges, and customer service is overwhelmed.

In the medical field, customer service is already difficult to recruit, and the problem of day shift customer service is even more serious. At the same time, the recruitment cost is high. Once a customer service agent is lost, a lot of time and energy will be spent on recruitment and training. You will also have to bear the risk that the high-quality customer service personnel you have trained will be poached by competing products. Customer service robots are different. They do not need to be hired and will not be lost. They can be used as day shift customer service. During the day shift, they can also help human customer service answer some simple and repetitive questions. This is also the most important reason for choosing customer service robots.

Q3: How do hospitals currently use robots? What are the consequences?

Mr. Lin: We connected to Kuaishangtong customer service robot in September. With the help of Kuaishangtong robot optimizer, we are constantly optimizing the robot’s speech skills to make the robot’s customer service speech skills more suitable for corporate business. We are ready to Once done, start using it online. I was a little uneasy about the customer service robot reception at first, so in the first month as a test result, the customer service robot only received visitors who came from the day shift, low-price keywords, and main distribution channels, and set up a human customer service time monitoring During the conversation, you can do it at any timeInvolving conversations, the customer service robot’s speaking skills and phone calls are also continuously optimized through these visitors.

So far, the communication skills and phone calls are quite consistent with our hospital, and the conversion data is also running well. The hospital’s purely manual contact retention rate is about 30%, and after the customer service robot is connected, the retention rate is stable at 40%~47 %. After the robot runs for a while, we will also let the robot independently greet the day shift, and at the same time work with human customer service to greet important visitors on the main channels during the day.

Q4: What are the reasons for choosing Kuaishangtong customer service robot?

Sierra Leone Sugar Daddy Mr. Lin: Kuaishangtong has been in the customer service industry for more than 10 years, and its reputation and popularity in the industry are still the highest. Relatively high. When deciding to use the Kuaishangtong customer service robot, we referred to the choices of high-quality peers. If a customer service product has been used by high-quality peers, then it means that the effect of the product has been verified over and over again, and it will be more effective when used. of peace of mind.

Our company has also been cooperating with KuaiShangTong for an intelligent customer service system. Compared with other systems, KuaiShangTong has richer functions and is more suitable for medical companies.

Q5: “Machine substitution” is a common concern in the customer service industry today. How do you view the impact of robots on the customer service market?

Mr. Lin: No matter how intelligent the robot is, it is still a human tool. It is an auxiliary tool to improve the efficiency of customer service work.

I think the customer service industry has always been a labor-intensive industry. The role of manual customer service is very important, but simple and repetitive tasks still account for a large proportion of the overall customer service work. This part of the simple and repetitive tasks can be completed by customer service robots. The robot is enough to handle some simple inquiries and repeated words, and the artificial intelligence will become smarter after training. Considering that nowSL Escorts With the gradually disappearing demographic income and soaring labor costs, we can focus on “saving” on replacing labor with machines, that is, using robots to replace expensive manual customer service.

For a long time, the customer service robot + human customer service model will become the mainstream. Customer service robots will solve most simple and high-frequency problems, and those that cannot be solved will be left to humans.

Artificial intelligence technology has a crucial impact on the level of online services and marketing, and will also become a “strategic powerhouse” for competition among various industries. Kuaishangtong has been deeply involved in the field of corporate customer service for ten years, and has been committed to exploring user needs. With strong technical strength and service quality, it helps companies achieve a new upgrade from traditional manual customer service systems to intelligent customer service systems.

Responsible editor: ct


The 5th China Shenyang International Robot Expo 2019 `1. Exhibition Overview (1) Exhibition Name: 2019 China (Shenyang) International Robot Expo (2) Exhibition time: August 30-September 1, 2019 (Wed) Exhibition address: Shenyang New World Expo Center 2. Organizational structure Sponsoring unit: China International Exhibition Center Group Co., Ltd. Organizing unit 2019 -02-21 13:20:36 The battle of 2020: robot battle `The battle of 2020: robot battle` 2015-08-09 12:19:48 How to solve the problem of short circuit of ABB robot power module short circuit board? Will the ABB robot power module short circuit board cause a short circuit? How to solve the problem of short circuit of ABB robot power module short circuit board? 2021-11-11 07:35:42 Robot `Robot` 2015-08-09 12:23:02 Is there any comprehensive information on robots? 2017-03-21 12:35:21 Robot EMC please Dear experts, please tell me how to perform EMC protection on a variable-position robot. The robot is powered by a lithium battery, so it cannot be connected to the ground. So what method is used to prevent interference with the robot? Released or Sierra Leone Sugar Daddy transferred? 2016-07-26 13:33:14Will robots take away our tasks? As mentioned in the topic, robots are developing more and more rapidly, and many factories have switched from humans to humans and machines working together. I am a waiter, and I estimate that in a few years, my job will also be taken away. . Let’s talk about it together, master, will robots take away our tasks? . . Very sad. ,. . . 2015-02-12 10:26:43 Do you understand the differences between robots, cooperative robots and position-changing robots? I think now is the time to discuss some more interesting topics. Today’s topic is to introduce industrial robots, Collaborative robots and variable position robots. I think everyone knows what a robot is. Robots are scary large machines that usually need to be kept in cages. 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Thank you very much! 2019-11-04 09:02:57 Robot posture monitoring I want to make a vi that can dynamically display the robot’s posture, but I don’t know what function can introduce the robot model. Thank you for your help. 2012-02-11 17:25:22 Is there any recommended MCU for robot development and position-changing robots? Mengxin seeks help from experts. 2020-11-03 11:41:09 Robot playing piano Hello fellow forum veterans. , I am a rising sophomore student at school, and I have only studied C for the time being. CircuitSierra Leoneans EscortAnalysis of basic and engineering drawings. Four other classmates and I were participating in the school’s robot competition during the meal. In terms of creative robot performances, we suddenly thought about whether we could make a simple robot that could play 2017-05-22 17:09:06 How difficult is it to play the piano? Hello fellow forum members, I am a rising sophomore student at school. I have only studied C, basic circuit analysis and engineering drawing in the specialized research courses for the time being. Four other classmates and I were participating in the school’s robot competition during the meal. In terms of creative robot performances, we suddenly thought about whether we could make a simple robot that could play 2017-05-22 17:06:22 What is it? . .?? There are some principles that a robot should abide by, it should have a brain (memory or controller) and it should have an ARM. (Obviously used to hold tools) It should have a movable drive mechanism. (like freedom from restraint, activityand others) it should have an final executor. (Finger-shaped 2022-03-31 10:31:31 What types of robots are there? What types of robots are there? Masters will tell you 2014-12-25 10:01:32 What types of robots are there? What types of robots are there? ? 2021-06-1Sierra Leone Sugar8 06:41:57 Robot Motor Selection What are the most common motors used in robots today? Brand, or do you customize it according to your needs? 2016-03-15 10:37:57 What requirements should be met for the use of robot cables? The requirements that robot cables must meet, because the cables will definitely have some effects after long-term use. Damage. If the wear resistance of the cable is not good, it will definitely affect the internal twisted wires, making the robot unable to use normally, and it will also cause safety hazards. Therefore, the robot cable chosen must have good quality. 04-12 15:51:59 What are the advantages and disadvantages of the robot? What parts does the robot consist of? 2021-10-11 07:51:29 How is the joint structure of the robot designed? `I saw Boston Dynamics’ Black Spot Cheetah, Big Dog, Wildcat and other military robots on the forum, and also watched those test videos. How are their joint structures designed? Are they hydraulic or hydraulic? Machine? `2015-03-09 11:41:04 What are the applications of industrial robots? What are the advantages and disadvantages of robots? What are the applications of industrial robots? 2021-07-05 06:48:21 Safe and efficient robots are being adopted – it’s too late to stop them No, this is not another robot apocalypse. Horror story. This is about the threats to your next design hardware budget and plans. Although you can’t stop the technology change, you can predict the impact of the robot system. ? The robot’s position usually starts when the central processor that manages the robot’s overall task progress issues a position change request. The navigation system starts executing the position change request by formulating a process plan or trajectory. The process plan needs to consider the available paths and paths. Know the obstacle location, robot capabilities and any related task objectives 2019-09-10 10:44:32 What software is required for robot programming? 2023-11-01 Sierra Leone Sugar Daddy07:34:30Did you know that a robot committed suicide? It is said that a robot committed suicide in Austria. The robot that committed suicide was named Roomba 760. It is said that the reason why this robot committed suicide was that he could not endure the heavy and endlessly repeated cleaning tasks and chose to commit suicide. ***It looks like this after that. Isn’t it all gone? 2016-01-05 11:07:53 The design and implementation teacher of the robot universal measurement and control platform sent msp430 launchpad and DSPc200 lau to three of us respectivelySL Escortsnchpad, 51 development board, requires us to design a special board to control the robot through separate connection methods. In other words, how to design the 2014-04-21 10:04:34Gene8310 smart home service robot system when 430 is plugged in? Home service robots are the development direction of robots and a breakthrough for my country to further increase its efforts in robot technology research. Home service robots are designed to free family members from the tedious housework at home and provide family members with assistance, entertainment, etc. 2019-0Sierra Leone Sugar8-20 06:57:41NI VISION Be a leader with a robotNI VISION How about being a leader with a robot There seems to be no function similar to other vision functions to complete hand-eye calibration… Can anyone give me some guidance? Thanks 2018-04-09 15:35:20 The labview robot module recently needs to learn the robot module in labview, but I can’t find any information to get in. Does anyone have any information that I can recommend? . . 2012-1Sierra Leone Sugar Daddy1-08 21:47:14The difference between the nao robot and other robots is compared to the previous robots , NAO robot Sierra Leoneans Sugardaddy puts on human clothes, it is like a real person appearing in front of us, NAO robot The limbs are designed to be very flexible and have multiple unrestrained bodies, allowing the NAO robot to walk, eat and participate in some sports flexibly. NAO2015-02-13 15:43:24【Ask for help】How can multiple robots achieve close proximitySierra Leone Sugar~ In other words, if a robot sends a command and a bunch of robots approach the robot, can it be done through zigbee? Or some other sensor? Thanks in advance 2012-09-26 18:50:15 China Transmission Network: Xiaoi Robot appeared at the Software Conference, and the intelligent robot is here! The 12th China International Software Cooperation Conference, which has attracted much attention in the industry (below) (referred to as “Software Conference”) will kick off on April 23, 2014 in Chengdu, an important town in Northeast China. Xiaoi Robot will also make an appearance at this event. In addition to systematically displaying Xiaoi Robot and many Industry 2014-04-22 16:10:36 Why can’t my computer max connect to the DINI robot? Why can’t my computer max connect to the DINI robot? The IP address has been changed, but the connection cannot be made! hardware setup can search for robots 2015-05-07 16:03:22 Have you seen the calligraphy robot? ` The calligraphy robot of Shandong Haowei Robot Co., Ltd. is an eye-catching artifact at the exhibition, and friends are attracted by it. Come and watch, international friends can’t help but praise our Haowei calligraphy robot! `2017-08-11 11:48:54 What is robot control? What is a robot control system? What are the basic functions of a robot control system? 2021-10-11 09:38:12 What are robots? Controlled? All electronic signals are concentrated to the terminal for unified processing? 2016-09-20 21:11:47 What is an intelligent cleaning robot based on SLH89F5162? The so-called service robot refers to a robot that is independent or semi-autonomous, engages in non-childbirth activities, and can complete service tasks that are beneficial to human health. Home cleaning robots integrate machinery, electronics, sensors, computers, controls, and mechanical processing. Technology, artificial intelligence, etc. 2019-09-05 06:56:37 What is a drag-and-drop robot? Does anyone know what a drag-and-drop robot is and what its specific definition is 2016-03-11 09:20: 00What is a service robot? Question: What is a service robot? Answer: According to the definition of the International Federation of Robotics (IRF), a service robot is a semi-autonomous or fully autonomous robot that can assist humans in completing tasks. In addition to giving birth to children 2021-09-17 07:49:47 Sensors solve common problems in the development of robots. In recent years, my country’s robot industry has achieved outstanding development results, whether it is industrial robots, service robots or special applications.Robots have been widely used. On the one hand, this is closely related to the continuous release of global demand for automated childbirth and the declining demographic income. On the other hand, it benefits from the continuous improvement and perfection of various intelligent technologies. 2020-08-14 07:14:27 Is it difficult to be a robot? In my freshman year this year, I specialized in computer science and wanted to build a garbage-cleaning robot with a robotic arm. . 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What should you pay attention to when entering the DIY robot? 2021-07-22 22:18:03 The enrollment of industrial robot training classes at the South China Robot Application Training Center is of great significance to save the consumption of raw materials and reduce the cost of giving birth, and is increasingly changing the way humans have children and live. . Industrial robots have been widely used in car and car parts manufacturing, machining industry, electronic and electrical industry, rubber and plastic industry, food industry, logistics and many other 2015-09-02 14:03:18Which country’s robots are made Good? I want to ask a master who plays robots. Which country makes good robots? China? America? japan(Japan)? South Korea? UK? 2015-01-21 14:10:02 How to design an image-based robot visual servo system? It has always been a human dream to create a robot that is as intelligent as a human and can replace human labor. More than 80% of the information humans obtain is through vision. Therefore, in the research of intelligent robots, the research of robots with vision has become the first priority. Research on robot visual servo systems is an important intrinsic matter in the field of robots.One of the tasks, its research results can be used in problems such as automatic obstacle avoidance, trajectory tracking and movement target tracking of machines and people. 2019-09-27 08:07:35 How to use Raspberry Pi to develop an intelligent robot control system? What is the difference between Raspberry Pi and other robot controllers? How to use Raspberry Pi to develop an intelligent robot control system? 2021-Sierra Leone Sugar12-23 06:55:02How to make a robot. Ask a great god to teach you how to make a robot2015-11 -17 13:36:29 How to completely assemble a four-legged robot? How to completely assemble a four-legged robot? 2021-09-24 07:00:54 How to simulate the positioning and navigation of the ROS robot? How to realize the positioning and navigation of the ROS robot? How to simulate the positioning and navigation of ROS robot? 2021-12-23 09:22:45 How to use LabVIEW to control the Yaskawa robot Masters, now I want to use LabVIEW to control the Yaskawa robot, but I cannot communicate with the robot by calling the DLL of motocom32. It is said that LabVIEW Yaskawa robot cannot be developed twice. I would like to ask an expert who is familiar with Yaskawa robot to give me some guidance. Thank you very much! 2014-11-10 12:29:06 How to use proteus simulation robot How to use proteus simulation robot 2012-05-09 21:53:08 How to design an intelligent fire extinguishing robot controller? Xi Wenjiao, Chen Diyi, Ma Xiaoyi (College of Water Conservancy and Construction Engineering, Southeast Agricultural and Forestry University, Xi’an 712100, Shaanxi) 0 Introduction How to design an intelligent fire extinguishing robot controller? The controller is the main body for intelligent robots to process and control information. 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Industrial robot controller function multi-task function A robot can perform multiple tasks; 2019-09-12 09:10:22 What are the important components of an industrial robot? With the acceleration of the transformation process of China’s manufacturing industry, robots The use of robots is becoming more and more frequent. As technical engineers in factories, they must understand the related technologies of robots. So what components does a general-purpose robot consist of? 2020-05-13 07:45:10How to complete the design of a six-legged robot? How to complete the design of a six-legged robot? 2021-11-22 08:02:22How to complete the design of grbl writing SL Escorts robot based on stm32? How to complete the design of grbl writing robot based on stm32? 2021-11-26 06:52:18 How to control the Mecha Master robot? How to control the Mecha Master robot? 2021-11-19 06:33:45 Everyone who handles the handle-connected robot should be familiar with the competition of Tianjin Bono’s position-changing robot. What is the program block diagram of the handle-controlled robot? Can you share the sub-vi with a friend for help? guy. 2017-12-17 10:27:34 How to choose a sweeping robot? As a 9 to 5SL Escortsworker. Work hard every day. The house is almost turning into a pig’s nest. Does anyone recommend a sweeping robot? I just read another post about the top ten rankings of sweeping robots. Still confused, please buy some tips. . . 2015-01-21 09:42:14 How to make a sweeping robot How to make a sweeping robot 2017-01-12 01:52:15 Are you afraid of a robot that dares to say NO to you? `Speaking of robots, you may think of many movies related to robots. Nowadays, robots with superpowers are beginning to come into people’s vision. 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Small (within 100mm*100mm*100mm) and light weight2020-06-19 09:00:20Why can chat robots only be used for customer service in China? It is a great challenge to user patience. The command input in the customer service industry is much easier to handle for robot requests, at least there won’t be any big mistakes. So, are there no chat robots in the world that are not customer service? Like Facebook, line, telegram2017-06-20 16:50:27 Automatic fire extinguishing robot Want to make an automatic fire extinguishing robot, how to achieve automatic searchLooking for fire? 2014-03-05 20:59:05 The construction of semantic robot customer service robot system, intelligent hardware and robot dialogue system can make the human-machine dialogue process more natural and smooth; in addition, similar children can be connected For internal services such as education, listening to radio, and booking air tickets, the efficiency can be infinitely expanded. 2016-03-10 16:52:17 How to design a line patrol robot based on PID algorithm? How to design a line patrol robot based on PID algorithm? What are the advantages of line patrol robots based on PID algorithms? 2021-07-27 06:54:05 Can robots be developed with FPGA in the future? With the development of artificial intelligence technology, robots have begun to take over some of human tasks, such as express delivery, factory work, restaurant waiters and even media editors—The New York Times hired a robot as editor-in-chief. In the future, can robots participate in semiconductor design and development? For example, can robots perform FPGA development? 2019-10-10 06:33:18 I am a newbie in wheeled robots. Please help me. Today I need to submit a report on the use of wheeled robots. Please give me some suggestions on what aspects wheeled robots can be used in. , the request is practical and feasible, and can be used in life, agriculture, and military. Thank you. 2013-04-17 16:32:16 What is the purpose of request zeroing prompted by Kuka Robot? The company’s Kuka robot has a zeroing program, which is to move the robot close to a sensor on the protective fence until the sensor action is triggered. After the robot collides, it prompts for zero adjustment, but I have never figured out the purpose of doing so. I hope someone who knows me can give me some guidance. 2015-01-14 14:35:30 Jiangzhi Party Building Robot Series Jiangzhi Party Building Robot is after years of market precipitation; it can now provide a system of comprehensive party building robot services 2022-06-21 07:59:59 The Jiangzhi Desktop Robot not only has the original applications of Raspberry Pi or ANDRSierra Leoneans EscortOID; our robot’s superior performance also comes from Code development, and at the same time, the developer’s imagination can be further unleashed through the APP software installed on high-end Android systems. And it has specialized research teaching aids and experiments on artificial intelligence robots in colleges and universities 2022-08-07 08:55:14 Desktop collaborative robot-Shenzhen Tyco Intelligent Robot Shenzhen Tyco Intelligent TB6-R5 collaborative robot is a mobile, lightweight Industrial collaborative robot with exquisite mechanical structure design. This collaborative robot has an effective load of 5KG, a dead weight of only 23KG, and a repeatable positioning accuracy of ±0.05mm. It is adaptable to diversity and flexible delivery 2023-04-17 15:15:06 Domestic collaborative robot-Shenzhen Tyco Intelligent Robot Shenzhen Tyco Intelligent TB6-R10 collaborative robot is a more efficient industrial-level collaborative robot that can handle automation tasks with a payload of 10KG. The radius can reach 1333mm, which is suitable for large-scale and large-load work tasks. It can be used in factory automation, car, 3C2023-04-17 15:40:56 collaborative robot-Shenzhen Tyco Intelligent Robot Shenzhen Tyco The intelligent TB6-R10 collaborative robot is a more efficient industrial-level collaborative robot that is capable of automated tasks with a payload of 10KG and a working radius of up to 1333mm. It is suitable for large-scale and large-load operations. , can be used in factory automation, car, 3C2023-04-17 15:49:48 Robot joint module RJU series joint module – for commercial and life service applications A brand new, different from the RJS series, The RJS-II series, SHD series, and other traditional-shaped robot joints are a joint that can give the robot more design space and application range. Customer 2023-04-17 16:25:29 High and low material machinery Human sorting robot, welding robot, spraying robot, palletizing robot, recommended Tyco intelligent robot. Shenzhen Tyco intelligent TB6-R10 collaborative robot is a more efficient industrial-level collaborative robot that can effectively handle 10KG. For automated tasks with loads, the working radius can reach 1333mm. It is suitable for large-scale and large-load tasks. It can be used in many industries and scenarios such as factory automation, car, 3C, medical, electric power, scientific research, and education. automation needs. 2023-04-17 16:36:37 Tyco Intelligent Robot TA6-R5 collaborative robot TA6-R5 collaborative robot is a 6-free collaborative robot independently developed by Tyco Intelligent. It has drag teaching, Safety and anti-collision and other functions can directly cooperate with people. Using independently designed RJS series joint modules, it is easy to maneuver, operates smoothly and gracefully, and at the same time meets the load requirements 2023-04-17 17:49:50 Joint robot-Shenzhen Tyco Intelligent Robot Shenzhen Tyco Intelligent TA6 Series The collaborative robot is a 6-degree independent collaborative robot independently developed by Tyco Intelligence. It has functions such as dragging and teaching, safety and anti-collision, and can work directly with people. Using the independently designed RJS series joint module, it is easy to maneuver, smooth and gentle in operation, and at the same time satisfies 2023-04-19 11:14:26Lower limb exoskeleton rehabilitation training robotSierra Leoneans SugardaddyThe BEAR-H series of walking robots is a new type of wearable lower limb exoskeleton robot used to help stroke patients with gait rehabilitation exercises. The robot has an automatic active training mode, By providing assistance to the patient’s hip, knee, and ankle joints to complete walking training, it can save manpower and improve rehabilitation results 2023-09-20 17:25:48 Hand Rehabilitation Exoskeleton Robot Steps Hand Rehabilitation Exoskeleton Robot, The robot can take off the fingers to complete two types of rehabilitation activities – two-way bending movements and adduction and abduction movements. The robot can adapt to different patient’s finger sizes, and the length of the exoskeleton hand can be adjusted, and long-term wear will not cause fatigue to the patient. Sense. Hand rehabilitation exoskeleton robot 2023-09-20 17:38:02

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