Bigger role for service robots in pandemic

Singapore

LONG promoted in the name of productivity but having gained limited traction in the past, service industry robots are gaining prominence as the Covid-19 pandemic compels firms to reduce contact points with customers.

Increasingly, robots are fulfilling frontline roles and serving important safe distancing purposes while no longer merely serving as a curiosity or attention-grabber.

Early adopters such as YOTEL Singapore are well placed to reap the benefits. Even before Covid-19, the hotel was working on adding an egg-cooking robot to its breakfast buffet.

Now, its new contactless buffet will see both eggs and noodles being cooked by robots, in preparation for when buffet dining is allowed again, said general manager Brendan Daly.

"Robotics has always been in the DNA of the brand," said Mr Daly. Since opening in 2017, the hotel has had two robots which deliver amenities such as towels upon request.

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Only during this pandemic, however, did these robots take on food and beverage delivery tasks too. Similarly, YOTEL's "Robo-cation" package - which includes robot-related perks - was conceived before Covid-19 but has gained new relevance.

The robots free up staff for tasks where the human touch is most critical, and are part of the guest experience themselves, with names and 'personalities' of their own, said Mr Daly.

Robotics firm Savioke, whose robots are used by YOTEL Boston and several hotels in Singapore, has seen "a tremendous increase in interest" amid the pandemic, with inquiries at least doubling from a year ago, said vice-president for sales and marketing Bill Booth. (see amendment note)

In particular, there have been dramatic increases in the use of robots for food and package delivery to reduce human contact, he added.

Since the Hotel Industry Transformation Map was launched in 2016, hotels have been tapping technology at a growing rate of 4.5 per cent annually since 2016, exceeding the 2020 target of 2 per cent, said Singapore Tourism Board (STB) hotel and sector manpower director Tan Yen Nee.

"We are encouraged to see that hotels are now adopting new technology and innovation to help them implement the necessary safety and sanitisation protocols in the Covid-19 environment such as autonomous cleaning robots," she added.

With Covid-19, cleaning robots are appearing in more public-facing areas, such as cinema halls. SoftBank Robotics Singapore has seen increased demand for its Whiz robots, which are in use at cinemas and retail outlets, among other places.

Since Covid-19 began, 120 new venues have adopted Whiz, said SoftBank Robotics Singapore Asia-Pacific chief operating officer Lee Chin Yau.

The firm is now looking into robotics solutions for the hospitality industry, food services, and restaurants, while expanding its portfolio of cleaning robots solutions, he added.

One might assume that the pandemic has similarly created more demand for robot waiters. But the beleaguered food and beverage industry is understandably cautious about new outlays, said William Dai, founder of local reseller Ourglass Robotics, which both leases and sells robots.

Business took a hit when the pandemic broke out and rattled customers' confidence, he said. Some customers did return as the economy reopened, and enquiries have picked up from more restaurants, as well as hotels and clubs.

But Covid-19 has not boosted sales per se: "Generally, people are still very careful in investing as many of them are in survival mode." Government grants make a difference, with some firms willing to consider adoption thanks to them, he added.

Government grants helped to enable robot adoption by ibis Styles Singapore on Macpherson, which aims to implement cleaning robots in the next few months.

The hotel had been aware of such robots before the pandemic, but the need for safe management measures provided the impetus to finally adopt them, said general manager Shamila Rolfe.

"Covid-19 has fast-tracked the process and STB has made this possible through the provision of grant support," she said.

With these robots, the hotel will be better-prepared to welcome global travellers when the time is right, she added. "The robots can handle the higher frequency of cleaning in high touch areas and this also offers assurance for our own staff and guests."

Robotics firms themselves are preparing for the increased role that service robots may have in the post-Covid world. Previously, local robot solutions provider SESTO Robotics' creations were mostly deployed in the areas of manufacturing, logistics, and material transportation, said chief executive Ang Chor Chen.

Seeing an opportunity during Covid-19, the firm launched its first product for the service industry in May, the autonomous mobile disinfectant robot SESTO HealthGUARD.

Since then, the firm has received enquiries across the region and the Middle East, said Mr Ang.

At home, some shopping malls are exploring the use of the robot, as are some workers' dormitory operators.

"Covid-19 has made businesses recognise the need for automation and robotics for various processes," said Mr Ang, adding: "Such robots are now specially designed to work alongside people safely."

Amendment note: An earlier version of the story said that Savioke's robots are used by YOTEL. To clarify, YOTEL Singapore's robots were developed by Techmetics, while Savioke's robots are in use in YOTEL Boston, as well as other hotels in Singapore. The story has been amended to reflect this change.