Ryan W. Buell, an Associate Professor of Service Management in the Tech and Ops Management unit at the Harvard Business School, just published an article that discusses the increasing use of advanced robotic automation technology in our everyday lives. However, he doesn’t just illustrate the expanding number of use cases, he examines how people want automation to enrich their lives and to what degrees.
It brings the adage, “just because we can, doesn’t mean we should” to a whole new level. When is automation a time saver and when is it just a pain? When do we need an emotional human touch, or at least the option to contact a human should we feel it necessary?
Check it out, it’s an interesting read: https://hbr.org/2018/02/the-parts-of-customer-service-that-should-never-be-automated
What do you think, is a robot reading your last rites in your future? It’s an option!