RiskUKSeptember2017

The Changing Face of Security Services: Robotic Technology
Robotics in Security: A Sustainable Model?
When contemplating a workplace wherein
humans are increasingly being replaced
by technology, it seems, investment in
real and talented individuals will surely be
more important than ever to ensure that an
element of human common sense and the
personal touch is delivered for end user
customers and for supervising, ‘educating’ and
maintaining a robotic workforce.
There may in fact be an opportunity here for
the security sector to boost its profile and add
value through robotics if the technology’s
integrated in the right way. We cannot ignore
the fact that autonomous robotic technology is
developing extremely quickly, with ‘futurists’
already predicting that as many as one third of
all UK jobs could be automated by 2030.
While I’ve always maintained that empathy is
a key characteristic required of any security
professional, I also believe we cannot gloss
over the innovation in robotics and the cost
saving incentive that may well tempt our clients
into trialling such solutions on their sites.
Noel Sharkey, a recognised expert in robotics
at the University of Sheffield’s ‘Sheffield
Robotics’ Centre, reminds us that even the most
advanced robots don’t have the capability to
reason, while their lack of ‘moral agency’
means it cannot be appropriate for them to
simply work autonomously.
In addition to the recent incident where a
security robot fatally drove itself into a
decorative water fountain (needing at least four
humans to rescue it), last year it was also
reported that a four year-old boy was injured in
a Californian shopping mall by one of the most
popular models of security robot currently
patrolling the likes of Microsoft and Uber’s
corporate offices, not to mention the car parks
of Silicon Valley.
“Robots need a human supervisor
somewhere in the loop,” noted Sharkey, who
has issued particularly strong warnings about
the potentially catastrophic impact of the
development of so-called military ‘killing
robots’, which he states raise serious questions
about accountability for fatalities in a world
where mechanical and software failures are not
uncommon, not to mention the vulnerability of
robots to determined cyber hacking.
Potential tasks
From a Front of House point of view, robots are
also being tested for roles with a welcoming
function. They have the potential to recognise
faces and movement, adjust temperatures,
deliver room service and even make small talk.
While some human co-workers have been
known to become quite fond of their robot
colleagues, I don’t doubt that the genuine
human connection with all of its subtle nuances
will be very much missed in most professional
welcoming scenarios.
Looking at the ‘pros’ of robotics, there’s no
denying that security robots are sophisticated,
with their ability to see 360-degree views, hear,
record and accurately document evidence.
Additionally, they can crunch data and produce
predictive analytics, which is very powerful in
anticipating problematic incidents or
apprehending criminals.
Commanding presence
The makers also argue that robots have a
commanding presence, which provides a
significant perceptive deterrent.
However, even with the highest spec of
security robot available in Silicon Valley, it’s
recommended that a suite of seven security
robots is maintained by three “highly-trained”
human officers. If this is indeed the case, the
client may find that it’s even more important to
attract talented tech-savvy human security
professionals who will be complemented –
rather than replaced – by robots.
There’s a powerful inherent value in the
deployment of a human. We all know we would
rather speak to a real person when we call the
bank, or have a retail assistant smile and gently
ask us if we can manage without a bag instead
of being ordered to ‘Place Your Item in the
Bagging Area’. I see significant benefits in
investing in people in the front line and,
through better customer service training,
enabling them to engage and connect on a
personal level. Indeed, it could well be a step
backwards to disregard this approach in the
quest for robotics-related cost savings.
Solution providers
operate in a security
marketplace wherein
their clients are
continually seeking
added value and cost
savings. Robotics has
the potential to deliver
in both of these areas
and, for some
commentators, is
already beginning to
command their
attentions. What could
this mean, though, for
the current HR-heavy
guarding business
model? Neill Catton
investigates
Neill Catton: Managing
Director at CIS Security
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