You might have noticed the rising interest in how robots might help with a variety of activities outside of their initial industrial use.
Service robotics, as it is now known, is capable of a wide range of tasks, including adhering to social distance regulations by bringing food and medicine to Covid-19 patients in hospitals. Disinfecting robots are also in high demand for usage in restaurants, hotels, and health care facilities.
With the advent of more powerful cloud computing and artificial intelligence (AI) in the last decade, robotics has progressed to include more intelligence when it comes to machines. However, there is still the issue of robots sitting idle in storage places because companies bought them but didn’t know how exactly to make use of them!
Here, we will discuss the robotics applications and how ITIL 4 is enabling customer services alongside them.
Robotics Applications – New Services
There are three key uses for AI in service robotics that are currently available – allowing robots to observe, reason, and act. This means:
- Observe/Perceive – Speech, handwriting, and facial recognition, as well as processing natural language, are all examples of perception.
- Reason/Think – Machine learning along with decision-making is two concepts involved in this.
- Act – This includes interacting with humans i.e. receiving a voice, converting it to text, and sharing it with a cloud service to answer in a predetermined time frame. This also involves customizing the voice according to local accents.
New algorithms are being developed to generate data for sentiment analysis. Recognizing that 50 of 100 customers entering a store were smiling, for example, leads to a deeper knowledge of customer experience (CX) and user experience (UX) (UX).
Companies will be able to train their algorithms to design unique business plans if they have access to this degree of data analytics.
Service Robotics & ITIL 4 Deployment
If you want to employ service robotics to create a new customer experience, you must first determine what you want to achieve in terms of customer, user, and value. You will need a strategy for this. That’s where ITIL® 4 comes in, which entails taking into account the four dimensions of service management:
- Organizations and individuals: how tough would it be to integrate robotics into your workplace?
- How will robotics integrate with your present systems and service desk, in terms of information and technology?
- What partners and suppliers are there in the robotics and telecoms industries?
- Processes and Value Streams: Since service robots require high technology and artificial intelligence orchestration, most of the 34 ITIL practices need to be considered, from the initial focus on minimum viable products (MVP) to continuous delivery of value through robotic products and services.
ITIL’s technology-independent approach enables organizations to view technology as a means to an end. So, it helps you ask the right questions, like: Why do you need a robot? How does it fit in with your business analysis strategy? Are you providing features or troubleshooting? Do you want to impress customers with robots? If that’s the case, it will become a marketing challenge and will involve marketing budgets.
Better CX/UX for Customers
Determining the problem which you want to solve means that you can develop the right strategy for it and then specify the right robot. Without this method, it would be a very expensive trial and error process for the organizations.
An example of this kind of thinking occurred in a Mexican hospital that is analyzing how robots can help medical services improve the patient experience. It’s about analyzing all the contact points of the patient, from leaving the elevator on the correct floor, guiding them to the waiting room, informing the staff of their arrival, and taking them to the office.
Understanding that robotics is only as valuable as the problem it solves, and to map the customer journey, you need a reliable framework to get started, and ITIL provides it.
Having this knowledge is essential to inform C-suite’s views and decisions-investing in robotics, enabling products and services to provide customers and users with new experiences and ultimately realize value.
Now that we have established how ITIL is essential for organizations, you need to future-proof the work and skills for the same.
Read a blog on: How do ITIL 4 certifications improve business quality?
Get Certified in ITIL to Incorporate it Successfully with
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We are an AXELOS Authorized Training Organization (ATO) that offers the learner a complete portfolio of ITIL training & certification programs. Our ITIL 4 Foundation certification course is considered one of the most sought-after online training programs in our portfolio.
The ITIL training via Cognixia is offered by the industry’s most experienced and expert ITIL trainers. It’s delivered in line with the official AXELOS guidelines and curriculum.
With Cognixia’s ITIL 4 Foundation certification program, you will get a wide range of hands-on exercises to help you pass the core ITIL certification exam on your first try. Not only that, through our ITIL training courses, you can access the learning materials and video courses of the courses for life through our LMS.
Learn and improve from the comfort of your home, with our intuitive & comprehensive ITIL v4 Online Training.
This ITIL training course will cover the following concepts:
- The concept of a service
- Services, costs, risks. and service management
- Service relationship management
- The four dimensions of service management
- Guiding principles of service management
- Service value system
- Service value chain
- General management practices
- Service management practices
- Technical management practices