Grab’s Promotion Problems

By | September 8, 2017
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(updated to include Grab’s response, edits)

Grab, Uber’s rival in Southeast Asia, is putting up an impressive fight against the ridesharing company. Both have deep pockets, and offer incentives to both drivers and riders.

But Grab is either struggling to phrase its promos correctly or something more sinister afoot. Today riders were in uproar when they found that a promotion that offered “$4 off 20 Grab rides next week” turned out to mean, well, not exactly that.

Those complaining that the $4 deal was cut short well before they’d used 20 rides were told that “the Terms and condition stated that the promo [has] limited .. redemptions available”. One Grab employee posted on Facebook that “We have taken your feedback and we will make it more obvious and clearer in our future communications. Stay tuned to our future promotions and happy Grabbing!”

Happy Grabbing indeed. I’ve looked at the terms and conditions and it does indeed say, at the bottom of the promo that ‘limited redemptions available’. But not all of them: see this one on my app below:

 

It’s hard to imagine, though, that this would be at the expense of the clear offer to “enjoy $4 off 20 Grab rides next week” — without any asterisk or weasel wording, at least close to the title.

I’ve reached out to Grab and they offered this:

I do want to assure you that our promos are genuine. There are terms and conditions and in this case, we had shared that the promo was for up to 20 rides, until the promo was fully redeemed (referencing the line on limited redemptions).

I’d like to be open with you on what happened. We could have been clearer on our communications. We had transparently highlighted it was limited redemptions in our eDMs and in-app notification of the promo, however in our notification when passengers had successfully redeemed the ‘4off’, it mentioned it was up to 20 rides without the additional line on limited redemptions. This was an oversight and I apologise for that. 

We’ve unfortunately disappointed some people this time around, and we have to put our hand up that we made a mistake in not repeating that there were limited redemptions. This oversight should not have happened.

I know there are questions asked about whether we had shared that there were limited redemptions – we did make sure to highlight this when we shared this promo. You’ll also see it in the notifications panel in the Grab app.

It’s not the first time I’ve wrestled with Grab’s promotion schemes. While they’re attractive, they clearly cannot be permanent, and at best I find them awkwardly implemented; at worst I find them deliberately awkwardly implemented, designed to fool the rider into believing they’ve been offered something only to find it’s something else. In the words of one Grab rider on Facebook: bait and switch.

Grab assure me that’s not the case, but I’m sure I’m not the only chump who topped up his GrabPay wallet thinking he would be enjoying a week of cheap rides. More fool me.

Going Soft On Robots

By | August 4, 2017
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Snake on a plane! Don’t panic, it’s probably just a (soft) robot

My piece on soft material robots for Reuters. Original story here: I’ve added links in this piece.

SINGAPORE (Reuters) – Robots are getting softer.

Borrowing from nature, some machines now have arms that curl and grip like an octopus, others wriggle their way inside an airplane engine or forage underwater to create their own energy.

This is technology that challenges how we think of, and interact with, the robots of the not-too-distant future.

Robots are big business: by 2020, the industry will have more than doubled to $188 billion, predicts IDC, a consultancy. But there’s still a lot that today’s models can’t do, partly because they are mostly made of rigid metal or plastic.

Softer, lighter and less reliant on external power, future robots could interact more safely and predictably with humans, go where humans can’t, and do some of the robotic jobs that other robots still can’t manage.

A recent academic conference in Singapore showcased the latest advances in soft robotics, highlighting how far they are moving away from what we see as traditional robots.

“The theme here,” says Nikolaus Correll of Colorado University, “is a departure from gears, joints and links.”

One robot on display was made of origami paper; another resembled a rolling colostomy bag. They are more likely to move via muscles that expand and contract through heat or hydraulics than by electricity. Some combine sensing and movement into the same component – just as our fingertips react to touch without needing our brain to make a decision.

These ideas are already escaping from the lab.

SMALL, AGILE

Rolls-Royce, for example, is testing a snake-like robot that can worm its way inside an aircraft engine mounted on the wing, saving the days it can take to remove the engine, inspect it and put it back.

Of all the technologies Rolls-Royce is exploring to solve this bottleneck, “this is the killer one,” says Oliver Walker-Jones, head of communications.

The snake, says its creator, Arnau Garriga Casanovas, is made largely of pressurized silicone chambers, allowing the controller to propel and bend it through the engine with bursts of air. Using soft materials, he says, means it can be small and agile.

For now, much of the commercial action for softer robots is in logistics, replacing production-line jobs that can’t yet be handled by hard robots.

Food preparation companies and growers like Blue Apron, Plated and HelloFresh already use soft robotics for handling produce, says Mike Rocky, of recruiter PrincetonOne.

“This is an area robots traditionally can’t do, but where (soft robots) are on the cusp of being able to,” said Nathan Wrench of Cambridge Consultants.

MARINE INSPIRATION

Investors are excited, says Leif Jentoft, co-founder of RightHand Robotics, because it addresses a major pain point in the logistics industry. “Ecommerce is growing rapidly and warehouses are struggling to find enough labor, especially in remote areas where warehouses tend to be located.”

Some hope to ditch the idea that robots need hands. German automation company Festo and China’s Beihang University have built a prototype OctopusGripper, which has a pneumatic tentacle made of silicone that gently wraps itself around an object, while air is pumped in or out of suction cups to grasp it.

OctopusGripper (photo: festo.com)

A soft robot fish from China’s Zhejiang University swims by ditching the usual rigid motors and propellers for an artificial muscle which flexes. It’s lifelike enough, says creator Tiefeng Li, to fool other fish into embracing it as one of their own, and is being tested to explore or monitor water salinity.

And Bristol University in the UK is working on underwater robots that generate electrical energy by foraging for biomatter to feed a chain of microbial fuel-cell stomachs. Hemma Philamore says her team is talking to companies and environmental organizations about using its soft robots to decontaminate polluted waterways and monitor industrial infrastructure.

This doesn’t mean the end of hard-shelled robots.

Part of the problem, says Mark Freudenberg, executive technology director at frog, a design company, is that soft materials break easily, noting that most animatronic dolls like Teddy Ruxpin and Furby have rigid motors and plastic casings beneath their fur exteriors.

To be sure, the nascent soft robot industry lacks an ecosystem of software, hardware components and standards – and some companies have already failed. Empire Robotics, one of the first soft robot gripper companies, closed last year.

RightHand’s Jentoft says the problem is that customers don’t just want a robot, but the whole package, including computer vision and machine learning. “It’s hard to be a standalone gripper company,” he says.

And even if soft robots find a niche, chances are they still won’t replace all the jobs done by human or hard-shelled robots.

Wrench, whose Cambridge Consultants has built its own fruit picking robot, says he expects to see soft robots working with humans to harvest fruit like apples and pears which are harder to damage.

Once the robot has passed through, human pickers would follow to grab fruit hidden behind leaves and in hard-to-reach spots.

“It’s a constant race to the bottom, so there’s a pressing business need,” Wrench said.

Reporting by Jeremy Wagstaff; Editing by Ian Geoghegan

Narrowband Goes Broad

By | January 21, 2017
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Seems LoRa is really taking off. Citing data from research firm Analysys Mason, Chris Donkin writes that 85 new networks were announced as live, in a trial phase or in development in 2016 compared with 29 in 2015.

While early LPWA deployments were concentrated in the US and Western Europe, Analysys Mason found interest in the technology spread during 2016, with strong traction being seen in the APAC market.

During 2015, two thirds of initiatives took place in the US and Western Europe whereas in 2016 the figure was down to less than a third. Simultaneously APAC showed growth from 4 per cent in 2015 to 30 per cent in 2016.

The report identified developments in Japan, Singapore, South Korea, Australia and New Zealand as being especially significant in the regional shift identified last year.
– via Mobile World Live

While a lot of these led by SigFox or operators using the NB-IoT standard — a stripped down 3G, more interesting, I think is the LoRa version, which actually provided the single largest group — 29 deployments vs 27 Sigfox.

The LoRa Alliance says 17 nationwide deployments have been publicly announced, and there are live networks in more than 150 cities. So I’m guessing AM’s numbers are somewhat conservative. The Things Network, an open source implementation of LoRa, boasts dozens of communities — people who are working on networks, however small — and while most are in Europe and the US, Australia is strong — Sydney’s Meshed Network Pty has installed five gateways around the city.

The author of the AM piece, Aris Xylouris, says “we can expect more announcements to be made before Mobile World Congress (MWC) 2017. It is likely that the launch of the first real commercial deployment of an NB-IoT network will be among the announcements at MWC 2017.”

Here’s my take from August on narrowband.

2017 Predictions

By | January 21, 2017
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This piece was written for the BBC World Service’s Business Daily.

This year is going to be an interesting one, but in technology it’s going to be particularly so. Social media is going to see some reverses, as users start to wake up to the compromises they make in sharing information with companies, governments and the world. But the real progress is going to be making our machines understand us better, in ways that we want.

Artificial intelligence: you’re no doubt rolling your eyes at the phrase, given how many times this technology has been promised as being around the next corner. I’m with you. But I think the focus has been on the wrong place: voice. Apple’s Siri has not been a huge success — except for my daughter, who loves talking to an adult she can be rude to — and Amazon’s Alexa, though impressive, is going to confine itself to those places where we feel comfortable talking to machines: the home.

That makes it inherently limited. Ours is actually a largely text-based world — we still use email, we prefer to text, or Whatsapp our friends, and this is where AI is going to be most useful. I already use an AI assistant called Evie to schedule my appointments; she parses emails I send her and, with a little human help, sets up meetings and calls on my behalf. I save an hour or so a week.

Expect to see more of this: using natural language – the way we usually write — to interact with devices, not via special apps but via whatever channels we already use. It’s our devices — fridges, computers, databases — that have to learn our language and preferred medium, not the other way around. AI will be a success if it can master this, and this year will be key.

Indeed, the same principle will be applied elsewhere: removing the machine-like elements of our interactions. AI will help us talk to machines better, but machines will also help immerse us in experiences. Pokemon Go, the mobile app that led many people astray catching and battling weird critters, was a hit because it took a decade-old technology, augmented reality, and bolted it onto something that people actually found useful. Well, not useful, exactly, but compelling.

Augmented reality took technology into the real world, and gave it an enticing layer. The next step — using technology to shrink the distance between people and the real world. Optimists are calling it teleportation — moving you to places you wouldn’t normally go, or can’t go. That could be a 360 degree video from a live event, or drones filming from way above you, or even experiencing something akin to physical touch with someone whose far away from you. A Singapore startup offers a remote kissing machine, which it of course has called the Kissenger.

Industry is getting excited about this because it sees the possibility of creating a digital twin of a real world device — a turbine say — and then manage and experiment on that digital version of the real thing. A Malaysian company does something similar with corpses — scanning the deceased so that post-mortems can be conducted digitally. The original body is left untouched — which may please relatives, but also means the number of post-mortems can be limitless, and performed by someone on the other side of the world.

All of this technology is available now, but it still takes some vision and money to bring it to market. But what people want is clear enough: technology should bring people closer to each other and their machines, but stay out of the way as much as possible. We may not successfully wean ourselves off our mobile screens any time soon, but we could at least make what we see, hear, and do on those screens as useful, exciting and human as possible.

PCs with Wireless Charging?

By | January 12, 2017
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PCWorld reports of a Dell laptop with wireless charging, but it seems a low-key affair without much conviction:

At CES last week, Dell showed a wireless charging PC called the Latitude 7285, a 2-in-1 with a detachable screen attached to a keyboard base. It’s the first wireless charging laptop based on the AirFuel Alliance’s emerging wireless PC charging standard.

But Dell doesn’t have widespread plans to put wireless charging in a host of new devices. That’s partly because the technology, with slow charging speeds, is limited to low-power devices and isn’t mature enough to replace wired charging. The wireless charging Latitude 7285 has a low-power Intel Kaby Lake chip that draws just 4.5 watts of power.
– via PCWorld

You can see the problem. The whole point of wireless charging is that it works for smaller devices that you want to charge without having to fiddle with cables. It’s also a location thing: if you’re at your desk you’ve probably got a cable. But if you’re at your bedside, and want to charge your Kindle or phone overnight, just being able to put it on the nightstand and know it’s charging is elegant and appropriate.

So part of the problem here is companies foisting a ‘solution’ on a problem that doesn’t exist. The other is the continuing failure to agree on standards that work across all devices. Until that happens, don’t expect this to be a thing. As PC World says:

It hasn’t been smooth sailing for wireless PC charging. Intel had earlier taken the lead on establishing the wireless PC charging ecosystem. But the company scaled back efforts after laying off 12,000 people last year and restructuring operations to focus more on servers, internet of things, automotive tech, and other areas.

Intel was also leading an effort by AirFuel Alliance to establish the Resonant standard for wireless PC charging. AirFuel last November reconstituted a PC Task Force to drive adoption of wireless charging in PCs, with partners including Dell, Lenovo, and STMicroelectronics.

Intel also took on the job of trying to convince airports, cafes, and other locations to install wireless charging stands for laptops. But the efforts have not yet shown any tangible results.