TITLE:
The Role of Robotics in Mitigating Unknown-Unknown Risks: Case of COVID-19
AUTHORS:
Mounir El Khatib, Hamda Al Falasi, Maryam Al Moosawi, Sara Bin Shafi
KEYWORDS:
Robotics, Risks, Unknown Risks, Risk Mitigation, COVID-19
JOURNAL NAME:
Journal of Service Science and Management,
Vol.14 No.1,
January
21,
2021
ABSTRACT: Unknown-unknown risks are unknown risks with unknown consequences. This type of risk is the most difficult to deal with. From this perspective, innovative solutions and technologies are needed like robotics. Many studies dealt with how robotics raise the efficiency and safety levels and provide enhanced levels of service, collect and analyze data for security and safety efforts, and assist in dangerous settings or disaster. This research is based on the core target of identifying the role of robotics in mitigating the impact caused by unknown-unknown risks. The case related to COVID-19 has specifically been considered in this research. This research investigated the application of robotics technology in four organizations. A mixed-method approach involving primary and secondary data collection through interview and secondary literature exploration was used. Literature review suggested that robotics is widely being used in hospitals to offer healthcare-related services. While further research is explored for supporting the responses obtained by selecting two risk managers employed in the selected organizations, based on primary data. The findings of this study state that the managers and the risk management professionals are not trained enough to use robotics to deal with risky scenarios such as COVID-19. Additionally, unknown risks can be managed using AI tools and human intellect-based augmented reality systems. Risk professionals are required to be trained by conducting AI-based workshops for the implementation of desirable and less risk generating technological aids.