Commentary
Aye, robots! Intelligent automation picks up pace
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Customers at a cafe in Moscow which is using a robotic waiter to provide contactless service amid the Covid-19 outbreak. But complex and emotionally difficult tasks are still best handled by front-line staff.
PHOTO: REUTERS
Jochen Wirtz
SINGAPORE - The coronavirus pandemic did more to drive digitisation by way of service robots and intelligent automation than any organisational leader had thought possible.
Much like how the 18th century industrial revolution brought high-quality, low-cost manufactured goods to the masses, intelligent automation will bring expensive services to the public at lower costs and with improved quality.
