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THE ROBOTS ARE COMING
TO SERVICES
DAN SAFFER
@odannyboy
I WON’T BE TALKING ABOUT
1. Software/Chat ‘bots
2. Killer/Military robots
3. Sex robots (No “service” jokes here!)
4. WestWorld theories
Robot (n): An electro-mechanical device defined
by:
1. Autonomous movement
2. Decision making
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Is my dishwasher a robot?
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
THE THREE Ds
Dirty
Dangerous
Dull
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
NO
ROBO
TS
ONLY
ROBO
TS
SOME
ROBO
TS
ALL
SERVICES
SOME
ROBO
TS
2016
NO
ROBO
TS
ONLY
ROBO
TS
SOME
ROBO
TS
ALL
SERVICES
SOME
ROBO
TS
2026
Perception/3D/Computer Vision
Machine Learning
Natural Language Processing
NO
ROBO
TS
ONLY
ROBO
TS
SOME
ROBO
TS
ALL
SERVICES
SOME
ROBO
TS
2030
On-Demand AI
Manipulation/Human Motion Simulation
WHY WOULD ROBOTS SPREAD INTO
SERVICES?
Efficiency
Consistency
Safety
Cost-Savings
NO
ROBO
TS
ALL
ROBO
TS
SOME
ROBO
TS
ALL
SERVICES
SOME
ROBO
TS
20XX
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
NO
ROBO
TS
ONLY
ROBO
TS
SOME
ROBO
TS
ALL
SERVICES
SOME
ROBO
TS
2026
DESIGNING ROBOTS
Robots are a Service
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Expectations are high
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Appearance
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Movement
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Emotions
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Interaction Model
Voice
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Intelligence
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Explicitly Taught vs Learned
vs Extrapolated
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
= Personality
Privacy and Security
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Anti-Personas
Integration and Interaction
with Humans
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Intentionality
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
The addition of robots =
the end of services
as we know them.
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016
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
Thank you!
DAN SAFFER
@odannyboy

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Dan Saffer // The Robots are Coming (to Services) // Service Experience Conference 2016