Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
The next wave of technology is about to come crashing down on us, and surfing that wave are robots of all kinds, from household companions to industrial robots to self-driving vehicles and drones. These robots (who are themselves a kind of service) will infiltrate all manner of services, from taking on front-of-house duties to assembling and delivering goods. But incorporating robots into service is, not surprisingly, a design challenge. This talk uses Dan’s experience designing a home robot to teach lessons about designing services with robots involved. Safety, privacy, displaying robot intent, cooperation and movement between humans and robots…all of these need to be considered when adding robots to services. This may sound like scifi, but it’s happening now.
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Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
- 1. THE ROBOTS ARE COMING TO SERVICES DAN SAFFER @odannyboy
- 2. I WON’T BE TALKING ABOUT 1. Software/Chat ‘bots 2. Killer/Military robots 3. Sex robots (No “service” jokes here!) 4. WestWorld theories
- 3. Robot (n): An electro-mechanical device defined by: 1. Autonomous movement 2. Decision making
- 6. Is my dishwasher a robot?
- 15. NO ROBO TS ONLY ROBO TS SOME ROBO TS ALL SERVICES SOME ROBO TS 2026 Perception/3D/Computer Vision Machine Learning Natural Language Processing
- 16. NO ROBO TS ONLY ROBO TS SOME ROBO TS ALL SERVICES SOME ROBO TS 2030 On-Demand AI Manipulation/Human Motion Simulation
- 17. WHY WOULD ROBOTS SPREAD INTO SERVICES? Efficiency Consistency Safety Cost-Savings
- 21. DESIGNING ROBOTS
- 22. Robots are a Service
- 30. Appearance
- 35. Movement
- 38. Emotions
- 41. Voice
- 44. Intelligence
- 46. Explicitly Taught vs Learned vs Extrapolated
- 49. = Personality
- 52. Anti-Personas
- 53. Integration and Interaction with Humans
- 55. Intentionality
- 57. The addition of robots = the end of services as we know them.
- 61. I like to think (it has to be!) of a cybernetic ecology where we are free of our labors and joined back to nature, returned to our mammal brothers and sisters, and all watched over by machines of loving grace. —Richard Brautigan