The Hidden Costs of Humanoid Service Robots: Are You Prepared?

A Deeper Look at Public Service Robots

While service robots are mostly discussed in the for-profit domain, they also have promising deployment opportunities in public services. What are the consequences for service providers like libraries and government agencies if they choose to provide some public services with the aid of service robots?

The Unforeseen: A Taxonomy of Consequences

Public service administrators should be informed of the four key unintended consequences categorized by customer value (positive or negative) and interaction type (directed at a specific customer or general).

• Service Disparities (Undesirable & Directed): This occurs when different customer groups perceive unequal access to or difficulty using robot services.  For example, language barriers or cultural differences can create a disparity.

• Judgment-Free Communication (Desirable & Directed): Customers might perceive communication with robots as consistent and neutral, potentially leading to a more comfortable experience. Predictable responses and friendly visuals are key contributors here.

• Noise Pollution (Undesirable & Non-Directed): Unwanted noises from robots or persistent attempts at interaction can disrupt customers.  This highlights the need for quieter technology and programmed boundaries for robots.

• Social Touch (Desirable & Non-Directed): This refers to physical contact between customers and robots.  It can be positive in situations like entertainment or guiding exploration, but unwanted touch can be off-putting.

The Road Forward: Mitigating the Risks

So how can public service businesses navigate these unforeseen consequences? Key strategies involve:

• Adapt Robot Capabilities: Organizations should adjust robot features to minimize undesirable effects. This could involve noise reduction, programming specific interaction protocols, or offering diverse language options.

• Collaboration is Key: Close collaboration between service providers and robot developers is crucial. This ensures robots are designed with specific user needs and potential pitfalls in mind.

• Continuous Improvement:  As technology advances, robot capabilities should be constantly updated to address emerging issues. 

• Diversity in Design: Integrating diversity, equity, and inclusion principles in robot design can help minimize service disparities. 

The Takeaway: Embrace the Future, But with Caution

While humanoid AI service robots offer exciting possibilities, understanding the potential for unintended consequences is critical. By proactively addressing these challenges, businesses can leverage the power of robots to create a positive and inclusive experience for all users. 

Call to Action

Are you a public service administrator who is trying to understand where to start with integrating service robots into your public services? Let's discuss how to leverage the latest research to create a winning strategy for your public services!