Q4 2018

Domo Arigato, Partner Roboto

Domo Arigato, Partner Roboto

As robots smarten up, they are more likely to collaborate with humans than replace them.

Industrial robots have long been manufacturing’s simple-minded caged beasts, safely fenced off from their human counterparts, toiling away at the most basic “dull, dangerous, or dirty” work of production.

Today physical robots are being sprung from their cages. But this isn’t the stuff of dystopian science fiction. Thanks to significant advances in software and infrastructure, these increasingly capable and intelligent machines are safely working side by side—and often in close collaboration—with the flesh-and-blood enterprise workforce. Machine vision, natural language understanding, and other artificial intelligence (AI) capabilities are enabling robots to see, hear, and make sense of the world around them.

These more autonomous robots are fit for collaborating and handling one-off tasks, not just simple programmed repetition. “They can now safely occupy the same spaces as humans, and that’s why we’ve begun seeing so many new applications for robots in recent years,” says futurist and consultant Steve Brown. “AI enables robots to navigate the physical world and make more intelligent decisions about how to do so.”

Annual spending on robotic hardware, services, and software is expected to triple by the end of 2022 to US$201.3 billion, according to an IDC report. This growing investment will drive increased innovation, lower costs, and greater adoption.

That investment is getting a significant boost from a vibrant open-source community that is collaborating on robotics software—including platforms such as the Robot Operating System (ROS)—and hardware projects that are helping both researchers and companies develop prototypes and build robots better, faster, and more economically.

Robots can take on tasks that are too time consuming and tedious for humans. Utility companies, for example, have so much equipment to test that they can only afford to examine a sample.

Meanwhile, the consumerization of AI systems and physical robots—from the Alexas and Siris of the world to social robots for the home—are making the sci-fi concept of robotic companionship seem normal.

But perhaps the biggest breakthrough is that robots no longer need to act like automated hermits, always carrying everything they might need everywhere they go, thanks to cloud computing and the continuing development of Internet of Things technologies.

“When a robot encounters a challenge in one location and figures out how to overcome it, it can tell all its buddies almost instantly, and they learn together,” says Brown. These newer machines are more easily programmed and available at a fraction of the cost of their predecessors, making them accessible for even small to midsize businesses.

“The advent of a lot of powerful technologies that are increasingly cheap and ubiquitous means that we’re developing lots and lots of different types of robots that do lots and lots of different things—whether it’s a robot in a corporate setting or the Roomba that’s running around your house,” says Matthew Griffin, futurist and founder of consultancy 311 Institute.

New Roles for Robots

Capable of dealing with increasing variability and complexity of tasks with greater efficiency, these robots are being designed, developed, and deployed everywhere. Crawling robots and flying drones are inspecting otherwise difficult or impossible to access pipelines and power lines.

Wheeled, collaborative robots are shuttling goods through warehouses to human shippers or being plopped on sidewalks by human drivers so that they can complete the last mile of delivery. Human cleaning crews are deploying giant robotic arms to swab ships and wash skyscraper windows. Super brainiac robots using advanced analytics are helping surgeons in the operating room and enabling more precise and sustainable approaches to farming.

It won’t be long before gangs of intelligent and connected machines work in concert with existing enterprise systems and human workers to transform the way things get done throughout the enterprise, says Teresa Tung, managing director of Accenture Labs. Improvements in mechanical, electrical, and software components will enable these machines to operate in more semi-structured and unstructured environments. Soon, organizations will be able to program and integrate robots much in the way they do any other IT systems, according to Tung.

As the field expands, “the first movers will have a big advantage,” Tung says. Now is the time for companies to explore the potential value of robots in their organizations and develop their strategies for moving from experimentation to fully integrated robotic capabilities (see Robots in the Enterprise: Where to Begin). A wide variety of new applications of robots is emerging across multiple functional areas and industries, offering a glimpse of the possibilities.

Robots in the Enterprise: Where to Begin

Reading the manual isn’t enough. You need a plan for integrating robots into the workforce.

The best way to begin figuring out where to use robots in the organization is to map out the four or five most important business processes and break them down into detailed tasks, says futurist and consultant Steve Brown.

Then companies can start to ask the right questions: Which tasks are best performed by a human? Which are best accomplished by a physical robot? Which are best executed by nonphysical, AI-enabled automation (for example, algorithms). Finally, which tasks (and there will be many) will be best served through human–robotic collaboration?

Humans may still excel at creativity, critical thinking, empathy, or entrepreneurialism. Physical robots’ current assets include endurance, speed, and repetition, and they can be useful where superhuman strength or durability is required.

After answering those questions, business leaders will have a better idea of the makeup of their human–robot teams of the future. Then the real work begins: integrating those teams.

Companies will need to develop an integrated strategy that considers some major changes that will be required in five key areas, says Teresa Tung, managing director of Accenture Labs:

  • Upgrade the technical infrastructure to support robotic systems
  • Modify business processes and tasks for the implementation and integration of robots in the enterprise
  • Introduce new workflows that include effective human–robot collaboration
  • Update systems operations to detect and recover from errors quickly and manage overall execution
  • Prepare the corporate culture and individual employees to accept and be able to work alongside robots

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High-Throughput Tasks

As enterprises have become more digital, the volume of ongoing (and often tedious) IT management has increased exponentially. Much of that work is a perfect fit for physical robots.

For example, robots can serve as turbocharged gofers for data center repair experts. They can hunt down parts within massive data centers (where round trips can take humans 30 minutes or more), making the trips somewhat faster than employees can and freeing workers up to focus on higher-level tasks. They can also perform physical testing of servers and other equipment. “We imagine a future where data centers are staffed almost entirely by robots, to the point where a human entering that environment might actually slow things down,” Tung says.

Robots can also take on tasks that are so tedious and time consuming for humans that companies have been forced to take shortcuts. Utility companies, for example, have so much equipment to test that they can only afford to examine a sample. Robots can perform all the tests—tens of thousands of them, often involving little more than pushing buttons—in a fraction of the time and cost of humans, so that companies can make certain that all the devices are working before deploying them.

Nimble Touch

Robots are also taking over tasks that require greater intelligence and fine motor skills—like picking goods. Germany’s Magazino is producing perception-controlled, mobile robots that use 2D and 3D cameras to identify objects, securely grasp them, and transport them to their destination. This results in extended operating times, a smoothing of order peaks since companies can more easily scale up and down the robot force than the human workforce, and a reduction of operating and process costs.

Robots can also become specialists in certain tasks at lower costs. Magazino’s TORU robot was made specifically for handling shoeboxes and helps to cost-effectively address some of the unique challenges of the footwear industry, like decreasing order sizes, Monday peaks, and high return rates.

Artful Dodgers

At the other end of the supply chain, companies are developing prototypes of robots that can deliver everything from packages to pizzas. In fact, McKinsey and Company has predicted that by 2026, 80% of last-mile delivery will be carried out by autonomous machines, whether robots on the ground or drones in the sky, with a little help from their human colleagues.

That will require robots to navigate what can be a very complex and disordered world. Crowded city sidewalks don’t intimidate San Francisco-based Marble’s autonomous delivery cart, which is about the size of an office copier. It’s designed to thread through the urban bustle using cameras, LiDAR, and high-resolution 3D maps.

Want your pizza delivered to a fourth-floor walk-up? No problem. Unsupervised.AI’s four-legged delivery robot uses deep reinforcement learning techniques to navigate staircases, street curbs, and other obstacles. Co-founded by a former Lyft data scientist, the company plans to build a network of drivers (as the ride-sharing service did) to ferry the robots to street corners to embark on their delivery adventures.

Robo Surgery

Surgery has proven to be the must-have app for physical robots in healthcare—one that is already improving outcomes and saving lives. Intuitive Surgical, which grew out of a military program in the 1980s for conducting remote surgery on battlefields, is now one of the biggest players in robot-assisted surgery.

The company’s five different cyber-sawbones currently help doctors perform abdominal, colon, gynecological, heart, and neck and head operations. Its latest innovation is a robotic instrument that uses CT scans to create a road map for lung procedures and then moves through the lungs’ airways with a tiny, flexible, snake-like catheter to take biopsies of lesions that are otherwise difficult and dangerous to access.

Greetings, Human

As consumers have grown accustomed to interacting with disembodied, AI-driven applications from call centers and chat bots to Alexa and Siri, it’s only natural that physical robots would be next. Pepper, the four-foot tall humanoid robot from SoftBank Robotics, which has invested heavily in the development and marketing of the platform as a customer-facing android, has quickly become the go-to social robot for customer-facing applications and experimentation.

HSBC employs Pepper at some of its retail banking locations, including its flagship Fifth Avenue branch in New York City. There the robot works to attract customers by engaging with pedestrians near the entrances, answering basic questions, and directing people to the right human for further help.

Courtyard by Marriott’s Anaheim Theme Park Entrance hotel outside Disneyland, one of the highest-rated hotels in the Marriott chain, brought Pepper on board to provide guests with information on activities and promote the brand’s loyalty program. The hotel says that this move resulted in a five-point jump in guest satisfaction ratings after one month of operation.

At train stations in France, Pepper answers questions about schedules and offers travel tips. The robot serves as a receptionist in two Belgian hospitals, streamlining patient intake and offering directions. And Softbank’s own mobile phone stores are staffed almost entirely by Peppers.

Mall Bots

Knightscope’s K5 security bots, which have been described as a cross between Star Wars’ R2D2 and Doctor Who’s Daleks, are built to keep public areas safe by rolling through open areas, halls, and corridors looking for and reporting suspicious activity to human supervisors.

These five-foot, 300-pound mall cops upload what they observe to a back-end security network using 360-degree, high-definition, and low-light infrared cameras. An audio event detection system can also pick up on activities like breaking glass and send an alert to the system as well.

These bots are not shy, either. They have built-in microphones and speakers that can be used to communicate with passersby.

The K5s are popping up everywhere, from shopping gallerias to office buildings. Several new models are outdoorsy types, including the K7, which looks like a child-size car and is designed for clients with large outdoor facilities, such as airports, utilities, and gas distribution centers.

Ripe for Robots

The global agriculture industry is contending with significant labor shortages, as fewer people are willing or able to do the dirty and often dangerous work in the fields. At the same time, the United Nations has predicted that we’ll need to make 50% more food by 2050. Meanwhile, crop yields are expected to decrease by 35% by 2100 as a result of climate change. These problems are ripe for robotic automation, and several innovations are already taking shape.

The precision required for fruit picking was once something only humans could deliver. However, California-based Abundant Robotics has built an automated apple picker that uses a vacuum system to suck the fruit off the trees. While it sounds like a low-level task, the robot picker actually must identify the apple, determine if it’s ripe, and then pick the fruit without damaging it.

In the United Kingdom, the Hands Free Hectare project used automated machines to grow the world’s first arable crop remotely, without any human operators in the driving seats or living, breathing agronomists on the ground. “Their challenge was to sow, tend, and harvest an entire field of barley without ever touching it with human hands,” says Brown. “And they did it.”

The team has since put a cover crop into the hectare to protect the land as it becomes a test space for further developments, including working on the tractor it used, integrating technology from self-driving cars, so that it can interact with its surroundings and drive itself.

Swiss company ecoRobotix has produced a solar-powered smart weeder that uses AI, cameras, and two robot arms to spray doses of herbicide on weeds but not crops, using 90 percent less herbicide than traditional methods. Other agribots are capable of herding and monitoring cattle and even milking cows.

Leaders of the Pack

In the short term, early adopters of physical robots in the enterprise will gain an advantage by cutting costs, eliminating manual workflows and inefficiencies, and better mitigating risks. Looking further out, however, robot-driven automation will become a competitive requirement across many industries.

The anticipated importance of automation overall to business strategy will cause some companies to hire chief automation officers or even chief robotics officers (CROs) to oversee software-driven automation in business processes as well as robotics.

In fact, Gartner has predicted that by 2020, 10% of large enterprises in supply-chain-dependent industries will have created a CRO position to oversee the blending of human and robotic workers. Myria Research has said that as many as 60% of companies in robot-leaning industries such as farming, healthcare, and energy will employ a CRO by 2025.

As robots continue to grow smarter and more collaborative, companies will need to figure out where they fit in the enterprise, not just from a technological or operational infrastructure point of view. They will need to consider how human and machine can work together from a human resources and management perspective as well.

If there is danger ahead, it will not be a result of the advancing robotic beings that are evolving and entering the enterprise but from not preparing adequately for this eventuality now. D!

Read more thought-provoking articles in the latest issue of Digitalist Magazine, Executive Quarterly.

About the Authors

Albrecht Ricken

Albrecht Ricken is Senior Director of Industry 4.0 research in Strategic Innovation Enablement at SAP.

Tobias Adler

Tobias Adler is a Development Architect in Supply Chain at SAP.

Stephanie Overby

A Boston-based journalist, Stephanie Overby has covered everything from Wall Street to weddings during her career. She is currently focused on the implications of digital transformation.