{"id":"a18f2b73-2c5d-4579-898c-faeb67110955","slug":"pepper-malfunction-unreliability-2021","kind":"malfunction","headline":"Pepper robots reported to make mechanical errors, take unplanned breaks, and fail to recognize previously-met people","summary":"SoftBank's Pepper robot allegedly kept making mechanical errors, taking unplanned breaks, failing to recognize previously-met people, and breaking down during customer interactions. These reliability issues contributed to weak demand and the eventual halt of production.","occurredAt":"2021-06-28T00:00:00.000Z","reviewStatus":"reviewed","modelId":"e9fa1266-5049-4c34-b5c3-24eefb74241d","deploymentId":"0b33af4a-1049-4a46-aaf5-072e0fd437d3","companyId":"dc90f3a2-c89c-4a16-b476-395812829f14","dataCenterId":null,"aliases":[],"collisionRisk":"none","reviewNote":null,"severity":"moderate","rootCauseCategory":null,"rootCauseDetail":null,"affectedUnitsCount":null,"affectedUnitsBasis":null,"remediationStatus":null,"regulatoryAction":"none","regulatoryBody":null,"propertyDamageEstimateUsd":null,"damageEstimateBasis":null,"bodilyInjurySeverity":null,"fatalityCount":null,"lossCostClass":null,"sourceQualityTier":null,"oshaRecordable":null,"oshaCaseNumber":null,"rootCauseDisclosed":null,"publicDisclosureDate":null,"insuranceClaimPublic":null,"formFactor":"humanoid","latitude":null,"longitude":null,"autonomyClass":null,"legalOutcomeClass":"unknown","createdAt":"2026-08-04T09:04:30.969Z","updatedAt":"2026-10-10T23:34:57.721Z","model":{"id":"e9fa1266-5049-4c34-b5c3-24eefb74241d","companyId":"dc90f3a2-c89c-4a16-b476-395812829f14","modelName":"Pepper","slug":"softbank-pepper","description":"SoftBank Robotics' Pepper is a semi-humanoid social robot (from Aldebaran heritage) designed to read and respond to human emotion and engage people through conversation and a chest-mounted touchscreen, used in retail, hospitality, and research.","formFactor":"humanoid","industryVertical":null,"environment":null,"maturityStage":"production","lifecycleState":"paused","supersededByModelId":null,"specs":{"class":"semi-humanoid social robot","interface":"chest touchscreen + speech"},"manufacturerSerial":null,"reviewStatus":"reviewed","sources":[{"url":"https://en.wikipedia.org/wiki/Pepper_(robot)","sourceName":"Wikipedia / SoftBank Robotics"},{"url":"https://www.softbankrobotics.com/jp/product/pepper/spec/","title":"SoftBank Robotics Pepper product specifications","publisher":"SoftBank Robotics"},{"url":"https://www.bbc.com/news/technology-57651405","title":"RIP Pepper robot? SoftBank 'pauses' production","sourceName":"BBC News","publishedAt":"2021-06-29"}],"aliases":["SoftBank Pepper","Pepper Robot"],"collisionRisk":"low","reviewNote":null,"manufacturerTermForTeleop":null,"keyFacts":[{"label":"Class","value":"Semi-humanoid social robot by SoftBank Robotics."},{"label":"Size (company-claimed)","value":"1210 x 480 x 425 mm, 29 kg; 795 Wh lithium-ion battery."},{"label":"Interface (company-claimed)","value":"10.1 in chest touchscreen and speech; NAOqi OS; Wi-Fi and Ethernet."},{"label":"Motion (company-claimed)","value":"20 motors incl. three omni wheels; 2 km/h max; 1.5 cm max step."},{"label":"Sensors (company-claimed)","value":"4 head mics, 2D/3D/stereo cameras, sonars, 6 laser sensors, bumpers."},{"label":"Production (reported, Jun 2021)","value":"Paused since Aug 2020 after inventory built up; SoftBank said it may resume if needed."}],"createdAt":"2026-06-24T08:01:24.029Z","updatedAt":"2026-10-12T22:37:45.497Z","unitsInFieldClaimed":null,"unitsInFieldVerified":null,"unitsManufacturedClaimed":null,"unitsManufacturedVerified":null,"unitsAsOf":null,"unitsSource":null,"salesModel":null,"priceUndisclosedSince":null,"autonomyClass":null,"autonomyStatement":null,"autonomyStatementSource":null,"demoForensics":null,"exportControlClass":null,"minCommitment":null,"warrantyTerms":null,"serviceModel":null,"productionRateClaimed":null,"productionRateEvidenced":null,"teleopRatioDisclosed":null,"interventionRateDisclosed":null},"deployment":{"id":"0b33af4a-1049-4a46-aaf5-072e0fd437d3","modelId":"e9fa1266-5049-4c34-b5c3-24eefb74241d","versionId":null,"locationId":"ee320ac7-3d14-4a80-bd64-336f2e601f9d","operatorId":"dc90f3a2-c89c-4a16-b476-395812829f14","ownerId":null,"slug":"softbank-pepper-montreal-canada","status":"ended","firstSeen":"2017-01-01T00:00:00.000Z","statusChangeReason":null,"contractType":null,"pilotOutcome":null,"endedAt":null,"unitsOnSite":null,"tasksPerformed":["manipulation"],"shiftStructure":null,"hoursPerDay":8,"siteType":"airport","operatorConfirmed":null,"humanSupervisionOnsite":null,"locationPrecisionTier":"verified_coordinates","deploymentScale":"undisclosed","siteEnvironment":"mixed","operatorType":null,"sourceQualityTier":2,"manufacturerSerial":null,"reviewStatus":"reviewed","sources":[{"url":"https://en.wikipedia.org/wiki/Pepper_(robot)","title":"Pepper (robot) - Wikipedia","sourceName":"Wikipedia","publishedAt":"2025-06-02T00:00:00.000Z"}],"notes":"Pepper robots deployed at Montreal-Trudeau International Airport to greet travelers and offer menus and recommendations.","keyFacts":[{"label":"Operator","value":"SoftBank Robotics"}],"reviewNote":null,"exposureHours":null,"deploymentMilesEstimate":null,"exposureBasis":null,"customerSegment":"manufacturing","scaleTier":"undisclosed","contractValueUsd":null,"contractValueBasis":null,"customerCompanyId":null,"customerExternalName":null,"createdAt":"2026-08-04T09:04:06.368Z","updatedAt":"2026-10-10T23:34:57.579Z"},"company":{"id":"dc90f3a2-c89c-4a16-b476-395812829f14","name":"SoftBank Robotics","slug":"softbank-robotics","description":"SoftBank Robotics is a division of [Softbank group](/companies/softbank-group) developing humanoid and service robots. Products include Pepper (social humanoid), NAO (education humanoid), and Whiz (autonomous cleaning robot). 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These reliability issues contributed to weak demand and the eventual halt of production.","identifier":"a18f2b73-2c5d-4579-898c-faeb67110955","datePublished":"2021-06-28T00:00:00.000Z","articleSection":"malfunction","publisher":{"@id":"https://deploy.report/#organization"},"author":{"@id":"https://deploy.report/#organization"}},"framework_metadata":{"framework_schema_version":"0.1.0","verification_status":"verified","maturity_stage":null,"lifecycle_state":null,"architectural_position":{"cohort":null,"sub_cohorts":[]},"within_cohort_verified_vs_claimed_pair":null,"cap_flags":[],"verification_depth":{"sources_count":1,"primary_source_types":[]}}}