ROBOTS IN THE TRAVEL INDUSTRY No Thanks

Posted on 03/22/2016

Technology be damned.   Give me the human touch and personality any time – even when that human can be indifferent, rude and inhospitable.   According to a recent TravelZoo survey conducted with 6,000 travellers in four continents, 80 percent of respondents indicated they expect robots to play a major role in their lives by 2020 with two-thirds of respondents saying they would be comfortable with robots being used in the travel industry.   I would like to state categorically I am in the one-third who won’t be comfortable with robots.  

Here’s why ....

Simply put robots aren’t human.   No personality.  No charm.  No laughter.  No sense of humour.  No empathy.   No understanding of human weaknesses, frailties, preferences or desires.   

Humans are emotional beings, robots are mechanical parts.  They don’t understand the nuances, the wink winks, the slang, street talk or when someone is just joking.    

Now, according to this survey which was conducted with travellers in Asia, North America, South America and Europe, it was interesting to see which regions were more accepting of robots in the travel industry.   

German respondents were the most adverse in robots playing a role in their vacation with only 37 percent of Germans comfortable with the idea.  This compared to 92 percent of Chinese.   

What do Canadians think?  Only 60 percent of Canadians were comfortable with robots.   

Most travellers have probably thought they were dealing with a robot at one time or nother, whether it was at a hotel or airport check-in, security line, customs or even a flight attendant doing the required safety demonstration.

What advantages do robots have according to the survey respondents?   

Most say general efficiency, data retention and recall.   Robots would apparently be better at handling data, dealing with different languages and have better memories.   A majority of respondents said a robot’s untiring energy is a definite advantage.

I would argue with all of those reasons.  Well, maybe not data retention – that is something easily stored by a robot’s memory banks.   General efficiency – I beg to differ.

Already some of you may have even experienced robots at hotels, airports and other areas in the travel industry.  At select Aloft, Residence Inn and Holiday Inn hotels in California they use robots to deliver room service.   The robots I have seen in my travels are not sprinters – more like tortoises.  Slow and cumbersome in every task they need to do.  I’ve never seen a robot dash quickly to an elevator. 

On the positive side, when room service is delivered you don’t need to be dressed – especially useful if you are having a romantic “interlude” with your partner.  You just answer the door in the buff – the robot won’t care if they see a naked body or not.  Let’s just hope it doesn’t have a built-in camera verifying they made the delivery and you starring in its delivery video for all hotel staff to view!   

The other positive – you won’t have to tip.  At the Aloft Hotels in California the A.L.O. the Botlr robot was used at one of their hotels to deliver room service and other tasks.  Instead of giving a tip it accepts tweets instead.   Sweet!

Earlier this month at the world travel fair, ITB Berlin, technology company Toshiba unveiled its latest robot, Chihura Kanae.  Apparently it’s the most advanced and human looking robot.  

But it’s still a robot though any way you slice it. 

Just think about the numerous situations during a vacation or business trip.  Would you want the human or robotic touch?  I will admit we have all come across some really nasty, rude, totally inconsiderate and unhelpful people in the industry.  Fortunately they are the minority.  In those cases lashing out to a mechanical machine and its flashing lights wouldn’t be the same as lashing out at a human.

Who hasn’t been on a business trip and in a hotel bar chewing the fat with the bartender.  He or she litens to your problems, jokes, perhaps sneaks you a freebie drink because you’re a good customer.  Can a robot offer good conversation or advice let alone a free drink? 

Checking into a favourite hotel.  Who doesn’t like to be recognized by a smiling and welcoming check-in clerk saying, “Welcome back, Mr. Ryall.”  Having some emotionless robot do the same – sorry just doesn’t cut it.  

Or, heading over to the concierge desk or the bellman.  You want to know where the closest and best Thai restaurant is.  Yes, a robot can recite a list of restaurants.  But a person can give you more pertinent details.  Remember to ask for the chicken curry dish.  Ask for Table 14 – it’s right next to the fireplace.  

Or maybe a group of guys are going out clubbing and want to go where there will be a lot of “chicks.”    Well a robot might in its computer database have another meaning of “chicks” and send the guys to the nearest chicken farm!

Slang, nuances, tone, and even accents – that’s something a human can pick up but technology can’t for the most part.  

I’m not anti-technology.  The one thing I love about this travel industry and travelling is specifically the human interaction.  Many destinations have spectacular man-made and natural attractions.  What resonates with me and provides the evocative memories that last are the conversations, the hand gestures, the winks, the laughs and the tears of people I have encountered.  

Robots don’t laugh.  Robots don’t cry.  Robots understand data not emotions.  Travel is real life, real emotions not mechanical parts and computer memory boards.