Why must the potential for AI and robotic systems to fail be acknowledged in service performances?

The recognition of the potential for AI and robotic systems to fail is crucial because it directly relates to the service performance gap, commonly referred to as Gap 3 in service quality models. Gap 3 signifies the discrepancy between the service that an organization intends to provide and the actual service that is delivered to customers. When AI or robotic systems fail, the intended service is not performed as planned, leading to inconsistencies in customer experience and satisfaction.

Acknowledging potential failures allows businesses to implement measures that bridge this gap by improving reliability, ensuring adequate backup processes, or refining the use of these technologies to enhance service delivery. This proactive approach not only aids in meeting customer expectations but also helps in maintaining a reputation for service quality in a competitive market.

By focusing on the implications of AI and robotic failures on service performance, organizations can better align their operational capabilities with customer needs, fostering a more resilient service delivery model.