Resource Person:Dr. Sonali Saha
Duration:11:00 am – 5:00 pm
No. of participants: 10
Date: 12 th September, 2017
Objectives:
- To discuss about Service robots and how do they work
- To discuss the trends, industry use cases and and the role of service robots in the organization.
- To discuss the impacts of service robots on service quality.
Description:
The seminar started with Vishal Wadajkar introducing the guest for the seminar – Dr.
Sonali Saha and presenting her a bouquet. Dr. Sonali Saha started her talk by asking
the audience if they knew about service robots. She then explained them about the
service robots and the future of services. She added that due to the rapid advancements
of robot technologies in combination with AI, big data analytics, cameras, sensors and
speech recognition, so-called service robots are on the rise. In her talk she particularly
focussed on the organizational frontline, on the point where the service is actually deli-
vered to the customer, using the following definition: Service robots are system-based
autonomous and adaptable interfaces that interact, communicate and deliver service to
an organization’s customers Service robots are typically embedded in larger (virtual)
networks that provide access to internal and external data. Autonomous robots have
the ability to recognize and learn from their environments and make their own
decisions with-out human intervention. With the help of cameras and sensors, robots
can identify custom-ers through facial or voice recognition and provide services
according to customers’ profiles, which they can access through the
interconnectedness of systems. She also aquainted the participants as to how the
service robots provide businesses with new opportunities to reorganize their
organizational frontline and serve their customers in new and innovative ways and
how managers and service companies need to understand how service robots can be
implemented at the organi-zational frontlines and which pitfalls to avoid for their
successful implementation.
The seminar was very insightful for the participants which enabled the participants to
understand Service Robot Deployment Model (SRD) that will support managers in
their choice decisions concerning which services and tasks robots are suitable to fulfill,
and how they need to be designed so that customers are willing to engage in
interactions.
Ms. Sheetal Darekar, Assistant Professor, thanked the resource person and all the
participants present.