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Robotics is the combination of science, engineering, and technology that results in devices called robots that replace (or mimic) human actions. Robots have long intrigued pop culture. R2-D2. First, Optimum. WALL-E. These exaggerated humanoid robot designs sometimes appear to be a parody of the real thing or are more progressive than we think. The robots are gaining cognitive and mechanical abilities that do not rule out the potential for an R2-D2-like machine in the future.
Things robots can’t do better than humans: everything you need to know
A robot cannot look you in the eye.
Machines will not destroy man as long as we remember that machines are at the service of humanity. I was watching the movie “Hidden Figures” last night: in the movie, the actor who plays astronaut John Glenn says about the IBM mainframe that fired potentially incorrect trajectory information for its landing: “you can’t trust something you can’t look at.” the eyes”. .” He is right. Would you trust something that can’t interpret events, actions, or tones as much as a human? The machines are at our service. It must always be so. When we unleash technology without much management or interference from a human being, it usually doesn’t end well.
Consider the other person’s feelings.
If an interactive voice response (IVR) program (a phone tree) could consider and interpret the feelings of customers on the other end of the phone, the robot might fail in shock. Many people have thrown their phone to the ground, tired of an IVR that doesn’t understand what they (the customer) are requesting. Or the IVR does not offer what the customer requests. Customer service can be a tricky business because it deals with human emotions. There is a gray area. As customer frustration and anger mounts, a human being should be able to measure that, sincerely apologize, and offer some sort of proper service recovery. Service recovery means I’ll give you an X for your inconvenience. Robots cannot genuinely consider feelings the way a person can. Today, millions of businesses settle for terrible IVR experiences, keeping their customers at bay, not realizing how many customers they lose overnight due to these hearing problems.
Make a person feel seen or heard
Sometimes working in customer service is like being a psychologist. When a customer contacts you with a problem, the problem isn’t always the product or service. Life can be messy, and sometimes clients just want a little attention. By giving customers the care that customers in need want, you are investing in a relationship with those customers. It’s not always about selling something. Look at Zappos whose longest call center call with a customer was over 10 hours. Zappos knows that his call center staff isn’t just about helping people shop for shoes.
feel empathy
When someone else has been through something you’ve been through, and the two of you can talk about it, there’s nothing like it. Humans need and crave this connection. We were created to share and connect in this way.
feel sympathy
If a robot says to you, “I’m sorry for your problems, I imagine you must be very upset,” that doesn’t make you feel any better, does it? No, of course not, because the robot is not being genuine. is a robot. There is no soul.
Make a person feel cared for, in the same way that a mother or a grandmother, a father or a grandfather can make a person feel cared for
I was recently in Melbourne for a conference sitting around a table with six other futurists. One of them said that he was traveling in the UK and went at 11:30 pm to a hotel that had no concierge, only a check-in kiosk. She felt that it was creepy, there was no one around to greet her. It was uncomfortable. She went to another hotel. After a long day of travel, it’s nice to get a smile and some help. Robots can’t take care of him the same way his loved ones do, and they certainly can’t replace them in the same way.
Understand comedy, be good at comedy
Good comedy comes from pain, humiliation, all the good things in life that you can’t fake. You acquire stories going through horrible things. I love a good comedy show. My favorite comedians can make me laugh no matter what’s going on in life. A good stand-up set can fix just about anything. I wouldn’t want to go see a robot perform. It would not be the same.
Establish trust with a person, how another person is able to establish trust
We have talked about this in almost all the previous sections. Trust is established through consistent good behavior on both sides. A robot does not have a moral compass, it only has a compass. There are many nuances in relationships that robots will never replicate in their relationships with humans.
Be a critical thinker, be creative in the way that the great minds of our time can be creative.
I don’t see a robot coming up with an idea from Simon Sinek’s “Begin with Why”, or Brene Brown’s work on vulnerability and shame. I wouldn’t want to see a Ted Talk delivered by a robot! I don’t see a robot writing a big movie like the documentary “Icarus” or Netflix original series like “Chelsea” or “Glow” or “Ozark.”
In a hospital setting, he delivers bad news well.
If you had an MRI and were waiting for a diagnosis, would you want that diagnosis to come from a robot? I certainly wouldn’t. A good doctor who knows how to communicate directly but empathetically can shape the patient’s experience. Would you like robots to go around a hospital doing all the surgeries and delivering diagnoses to the patients? There is a human element, especially in extreme situations, that can best be delivered by one person.
Here are some other ultimate things robots can’t do: make great art, perform great art, cook from the heart, or work from the heart. We are getting ahead of ourselves with our dystopian vision of the world’s zombie apocalypse future. These days, our world seems to be getting stranger and stranger. We would all benefit from going back to a story of humanity, from taking care of each other, from focusing a little less on money. Let’s take a step back and evaluate the use of artificial intelligence, of the robot, before throwing it at something that we see as a problem.
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