The Interaction of robots and humans in commerce, a scenario with many doubts still


Barcelona, March 25, 2021.- As published by Strategy + Business, the 2015 opening of the Henn-na Hotel in Nagasaki, Japan, was staffed almost entirely by 243 robots, hailed as a milestone in bringing artificial intelligence (AI) to customer service. What a disappointment, then, when a few years later, the hotel laid off more than half of those robot workers and hired humans in part because customers found the robots annoying, unreliable, and off-putting. It’s a result that the authors of a new study on human enhancement technology (HET) might have predicted.

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