Maintaining Humanity in an Increasingly Robotic, Automated A.I. World
I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.
I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.
I am starting to rethink my assumptions and my conclusion. While humans may not be fully replaceable, I do believe artificial intelligence and robots will displace a lot of service providers. Here are a couple harbingers of the future…
Café X is now open in Hong Kong and San Francisco. It’s a robotic coffee shop where you can place your order on your phone or on an in-store tablet. You can select your drink of choice and even your desired locally roasted coffee beans. Twenty-five to 55 seconds later you have your “robot-crafted” beverage in your hand, thanks to a code sent to your phone which allows you to collect your drink. (To see CafeX in action click here)
Staying in the coffee category and bridging between humans and bots, this week Starbucks announced it is launching voice ordering capabilities within the Starbucks mobile iOS app from the Amazon Alexa platform.
According to the press release “Select customers can now order coffee ‘on command’ using My Starbucks® barista as part of an initial feature rollout integrated seamlessly into the Starbucks mobile app for iOS. At the same time, the company is launching a Starbucks Reorder Skill on the popular Amazon Alexa platform. Both features allow customers to order from Starbucks simply by using their voice….Previously announced at Starbucks Investor Day, My Starbucks® barista, is powered by groundbreaking Artificial Intelligence (AI) for the Starbucks® Mobile App. The integration of the feature within the mobile app allows customers to order and pay for their food and beverage items simply by using their voice. The messaging interface allows customers to speak or text just as if they were talking to a barista in-store, including modifying their beverage to meet their personal preference.” To see the “My Starbucks®” barista in action click here)
Ok, so what can you do to maintain humanity in an increasingly robotic, automated, and artificially intelligent world?
In a word – CARE!
While many service functions can be automated to increase speed, efficiency, and consistency – I will stand firm that there will always be a need for people who add uniquely human value through compassionate listening and authentic caring.
I will use one last example from the world of coffee to demonstrate my point. It involved a drive-thru interaction between a team of Dutch Bros baristas and a customer who was having a difficult day shortly after the loss of her husband. That Vancouver-based team listened, focused their attention on the woman, and comforted her in ways I doubt robots will ever be able to fully emulate. One moment from that interaction was captured on a mobile phone by another customer and the picture went viral. News stories about the compassionate service followed. (To see more on human service intelligence in action click here).
How are you maintaining the relevance of your human service? Will Artificial Intelligence prevail over Human (emotional) intelligence?
I may have to yield ground to robots but I won’t concede that which is uniquely human!
Most Read IRIS Articles of the Week: April 17-21
Here’s a look at the Top 11 Most Viewed Articles of the Week on IRIS.xyz, April 17-21, 2017
Click the headline to read the full article. Enjoy!
Like so many others in the industry, I was wrong. For years, I was certain that the bull market was nearing its end. I thought the market was over-extended, and that, surely, the wild equities run was coming to an end. But everyone else was bullish, and perhaps rightfully so. And while I’ve watched equities continue on their spectacular rise, I do think now is the time (really!) to put a hedge in place. Here’s why. Here’s how. — Adam Patti
The realities for fixed income investors have changed. How is this being reflected in markets? Bond investing has become increasingly difficult over the past decade. Markets have been heavily distorted by ultra-low interest rates and quantitative easing, as well as by extreme risk aversion in response to the global economic crisis and the eurozone debt crisis. — Nick Gartside
Is being a financial advisor worth it? I am an optimistic person and I encourage other people to keep a positive mental attitude (shout-out to Napoleon Hill and W. Clement Stone). However, by taking a good, hard look at the negatives in life, we can successfully pivot towards the positive aspects that will help us achieve our goals. — James Pollard
How do you treat one of your most valued, existing clients? Here’s a list of some things that come to mind. — Andrew Sobel
According to many advisors I speak with, the only clients that leave are those who have died. And while attrition may not be a big problem in this industry, I have to assume that at least a few clients change advisors without doing so via the funeral home. — Julie Littlechild
I was talking with an advisor last week about how to get into conversations about what he does. He was relaying the story of going jogging with a friend who could be a good client but is, more importantly, connected to a large network of people who fit this advisors ideal client description. — Stephen Wershing
Big picture thinkers are not unicorns - rare and mystical. And they were not born with the innate ability to think big. They do, however, pay attention to the broader landscape and take the time to think, analyze and evaluate. — Jill Houtman and Danny Domenighini
Your reputation is who you are and how you show up, Monday to Monday®. Many of us take our image and reputation for granted. Give careful thought to the kind of reputation that you would be proud of Monday to Monday® and that would resonate with your purpose and priorities. — Stacey Hanke
The generational changing of the guard is a fact of life as old as time. Young replaces old in responsibility, importance, control and culture. Outside of the family, the workplace is perhaps where this is seen most regularly by most people. — Shirley Engelmeier
Next time you hear your prospects give you price objections, it’s not because of the price. The give price objections because they don’t know the full value proposition that they’d be paying for. And it’s not based on their need, or your features and functions. It’s based on the buying criteria they want to meet internally. — Sofia Carter
Last week we wrote about the economic rationale behind going independent vs. moving to another major firm as an employee. As a follow-up topic, we thought it prudent to analyze transition packages attached to big firm moves and peel back the layers of the onion to show the components of these deals. — Louis Diamond
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