In preparing to write the next edition of On the Roadmap, I considered a deeper dive on the new voice first interface we are introducing into our product line. I also considered writing about all the cool advances in self-adjusting mapped projection using laser-based systems. I even considered hacking away about some technical hurdles we have run into on the various integrations our developers have been slugging away on. However, none of that really seems important right now. What I would like to discuss is this “new normal” and what it means to human interaction in the future of “the office”, going forward and how this foundational precept of human sociology is going to be impacted in the uncertain future. This is, after all, the very core of what we are doing here at nuMedia Innovations, building a more “human like” experience for our digital interactions, teaching machines to be “more like us” instead of teaching people how to use the machines.
First, I want to look at what has happened as a result of the COVID-19 situation. There are as many opinions about the current situation as there are people living through it and to be honest, discerning the truth is challenging at best. As a result, we find ourselves living with the notion of social distancing. Whether or not you agree with it, this practice has become a fact of life. As a further result, high traffic facility managers (think airports, train stations, etc.) are looking for alternatives to having so many people in such tight quarters. If you have traveled recently you are already seeing the impact. You have no doubt noticed the lack of staffing at “Information Counters”, a decrease in the accessibility of curb side services and a dramatic decrease in the number of employees available for direct personal accommodation. These are often vital services that employ a fairly significant number of people, but in the current situation, these are also hazardous positions that are either difficult to fill or are a source of liability to both the facilities and the people placed in those positions. While this seems a minor inconvenience to the seasoned traveler, a less experienced or casual traveler might become very frustrated when faced with an unfamiliar situation in an even more unfamiliar place. Even issues as simple as finding a lavatory can become a challenge in such a situation. At first blush, there is no easy solution for having that personal contact. People do not generally “like” to use kiosks and prefer to ask questions of the people that used to work in these positions.
As a result of our “new normal”, facility managers have begun seeking new solutions that limit direct
human to human contact and there by exposure to pathogens, but still try to retain some kind of personal connection with the people.
With the general public disdain for more digital kiosks in these facilities, a number of management groups have approached nuMedia Innovations, to take a closer look at our avatar concierge services. With the recent addition of the voice first interface and the upcoming implementation of a number of safety precautions built directly into the devices, such as UV sterilization of required touch screens and having the ability to remind users to use a variety of safety precautions, the human like avatars are looking like a pretty good fit for taking over the repetitive duties of the people at the information counters, freeing these important workers to provide higher value services that are not so easily replaced. The cost savings and the improved level of services will benefit workers, customers, managers and facilities alike, while maintaining the convenience of a friendly and memorable experience.
So, I can already hear the questions and the first one that comes immediately to mind is “Aren’t you just replacing people’s jobs with robots?” Well, yes and no. Frankly, a lot of people really do not want to take these positions, which, in turn, makes them quite difficult to fill.
So let’s look at exactly how we can limit person to person contact and still create and maintain an emotional or personal attachment to a brand or service.
The nuMedia PRSONAS line of human avatars are a great for “information counters”! With the ability to answer the repetitive questions, integrate with wayfinding solutions and provide a human like experience to customers seeking information, these devices are well positioned to deliver the required service, without the direct physical interaction that is required when live persons occupy these jobs. Their message is always on point, and the cost savings over their human counterparts is significant.
Reception is another area in which person to person contact is often an issue. With a tight integration with a visitor management solution, combined with the ability to use a voice first interface, these intelligent avatars are able to set appointments, deliver information, control access and provide health screening questions, including scanning for the presence of elevated body temperature. This provides another economical solution. Unlike other VMS systems, you get to decide the personality and image of the avatar as well as how she interacts with your clients. You want a strait-laced receptionist? No problem. Want a sense of humor and a bit of a sarcastic wit, she can do that too! Combined with an easy to use back end and appointment system, this is practically a no brainer when it comes to contact less reception.
With so much uncertainty and with a real and distinct need to provide great services while limited human contact, smart companies are looking more and more to services that can provide intelligent, interactive products to satisfy the needs of their customers. If this describes your company, give a call and let’s see what cool ideas we can come up with to make your customers happy, your employees safe and the cash flowing!
Raymond Winters
