Introduction
Technological advancements have revolutionized the delivery of business services to their customers. Advancements in artificial intelligence (AI) have led to the development of robots that can emulate human intelligence. Therefore, service robots have been installed in many organizations to help reduce labor costs while maximizing service quality. Unlike seniors and retirees, younger generations may be more receptive to service robots. Although service robots are replacing human employees, their service quality is better.
Services Provided by Robots
Robot services are becoming increasingly popular alternatives for businesses for several reasons. Robot services are efficient because they can execute tasks more accurately and faster than humans. For instance, chatbots can handle thousands of conversations simultaneously, whereas humans cannot (Wirtz et al., 41).
Moreover, robot services are generally less expensive than those that employ humans. Unlike human employees, service robots do not require pensions or insurance coverage. They are less vulnerable to accidents, which can be costly for businesses (Wirtz et al. 39). Furthermore, safety concerns have influenced the adoption of service robots, as they can perform tasks hazardous to humans. Therefore, service robots are used for their efficiency, safety, and cost-saving benefits.
Installing service robots in stores can benefit shoppers in several ways. Many clients prefer services that are efficient and convenient. For instance, a typical customer would want to be served as quickly as possible. Unlike human employees, service robots are not prone to exhaustion and can work continuously. Service robots provide a consistent level of service, as they have specialized programs (Wirtz et al. 40). Consequently, humans are likely to shop at stores run mainly by robots due to the improved quality and efficiency of the services offered.
Reaction to Service Robots
The introduction of service robots across industries can spark mixed reactions among different generations. The seniors and the retired performed the majority of their work manually without technological assistance. The retired may appreciate the use of service robots, particularly when they assist with challenging tasks for older individuals.
Meanwhile, seniors working in organizations that integrate robots may feel threatened (Wirtz et al. 42). Manual roles traditionally performed by seniors can be taken over by service robots, making them uncomfortable. The younger generation is tech-savvy and appreciates the advantages of service robots. Service robots are expected to gain greater acceptance among younger generations, rather than among the seniors.
Customer Service and Human Employment Future
The integration of technology in the service industry will likely impact customer service and human employment. Service robots can perform complex and hazardous tasks. Additionally, they are programmed to perform tasks for quality improvements accurately. Therefore, customer service will likely be high-quality and efficient (BBC Click 2:51). Moreover, the services will be fast while meeting each customer’s unique needs.
The future of human employment is at risk, as service robots are expected to surpass human capabilities. For example, the use of service robots at Japan’s Henn Na or “Weird” hotel has led to the replacement of human employees (BBC Click, 2:03). The introduction of service robots is beneficial to customer service but detrimental to human employees.
Conclusion
Service robots are AI-enabled, autonomous systems that assist in delivering services to customers or within an organization. The move to robot services has been necessitated for efficiency, safety, and cost-saving reasons. Unlike human employees, service robots can work continuously without tiring and perform complex, hazardous tasks with precision. Improved efficiency and service quality can lead to increased customer traffic in stores run primarily by robots. Although the integration of robots is good news for the younger generation, seniors may resist the technology due to fear of being replaced.
Works Cited
BBC Click. “Where Hotel Is Staffed by Robots – BBC Click.” YouTube, 2015.
Wirtz, Jochen, et al. “The Service Revolution, Intelligent Automation and Service Robots.” The European Business Review, Jan. 2021, pp. 38–44. ResearchGate.