How Gen AI robots are reshaping services
- 2 hours ago
- 1 min read
HARVARD BUSINESS REVIEW — In a robot, LLMs allow for conversation, and agentic AI adds memory, planning, execution, and reflection. Using those technologies, a robot can remember a returning customer, reason through trade-offs (Is early check-in possible if housekeeping says the room is almost ready?), plan a sequence of tasks, execute steps across digital systems and physical spaces, and then reflect on what worked and what didn’t.
The difference between traditional, script-bound robots and those powered by agentic AI is night and day. A script-bound system might recognize that a delivery must be prioritized but still follow a predetermined route. An agentic system can assign the task to a human, reroute the delivery, and reallocate resources to enable it.
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