A robot modeled on a lobster is being developed under the auspices of the Office of Naval Research in Arlington, Va., and the Pentagon's Defense Advanced Research Projects Agency to detect mines. Robo-Lobster is based on research by Joseph Ayers, director of external relations and associate professor of biology at Northeastern University's Marine Science Center. Ayers has been working more than four years on the device that scampers along the ocean bottom to identify potential explosives and help steer military personnel around them. Ayers wanted to avoid the limitations of more conventional robotic designs, such as those used in factory-floor automation-so instead of hiring a staff of engineers, he chose biologists. Ayers' team of 22 scientists studied films of live lobsters in their natural habitat and digitized their motions, storing these adaptive movements in a program library. The battery-powered device is 18 inches long with four hinged or jointed legs on each side. Nickel and titanium wires triggered by small electrical jolts take the place of muscles. Two oval paddles about 8 inches long function as Robo-Lobster's claws. The device also has paddles and a tail that let it maintain balance and enhance its maneuverability on the ocean floor and in other ocean environments. Robo-Lobster uses sensors in the form of antennae and hair to detect obstacles, natural or otherwise, and determine what they are. Signals from these sensors are processed by its microprocessor brain. The robots are being built by Massa Products Corp. in Hingham, Mass., and prototypes are expected to be ready in September. Robo-Lobster is only the tip of the claw of biomimetic research. Robo-Fly, Robo-Lamprey, Robo-Scorpion, and even Robo-Tuna, among others, will also be crawling, swimming, and flying out of the labs-probably much sooner than you'd think. Robo-Scorpion, also being developed at Northeastern, is expected to take its first trek across the desert next summer. The solar-powered device's field test will be a 25-mile jaunt into the Mojave Desert, navigating its way back to its exact origination point.
The robotic devices will be made possible courtesy of biomimetics, a relatively new field of robotics in which programming is modeled on the behavior and adaptive reactions of animals and insects. The approach uses reverse engineering techniques, studying animals in their natural environments and using mechanical and computing devices to mimic their biological reactions to environmental stimuli.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.

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