Key Takeaways

  • Netic founder Melisa Tokmak pushes back on the hype: AI software, not robotics, is the immediate future for automating real-world service businesses like HVAC and pet care. Robotics, she says, is a “chapter in the future” that's still decades away from practicality in these sectors.
  • The core problem for robots is a lack of standardization in physical environments. Tokmak points out that every building, home, and repair scenario is unique, not a uniform factory floor. Deploying robots widely would demand an impossible level of infrastructure uniformity, like if “every single of those buildings need to be either 3D printed or completely like standardized.”
  • Current robotic dexterity falls short of complex service needs. Robots struggle with the varied physical tasks required, from identifying different screw types to navigating tiny, unknown spaces within walls. This demands a level of adaptability that today's hardware simply doesn't possess.
  • Service industries often involve high-stress situations for customers, requiring a crucial "human element" that robots cannot replicate. When a customer's heating fails or their pet is ill, they're often experiencing "the worst day of their lives," making empathy and nuanced human interaction essential.
  • Netic’s strategy focuses on deep customer site visits to understand these real-world complexities. Their AI software-first approach aims to manage and optimize existing human-led service operations, acknowledging the limitations of current robotic tech and the immediate need for flexible, intelligent systems.

Why Robot Dreams for Service Automation Are Decades Off

Many founders chase the shiny object: a robot autonomously fixing a leaky pipe or cleaning a house. But Melisa Tokmak, founder and CEO of Netic, offers a dose of reality. Her company builds AI to run real-world service businesses, and she’s adamant that for the next few decades, the smart money is on software, not steel and servos. “We're talking about much more now chapters and for the next few decades,” Tokmak explains. “I do believe that there's a chapter in the future. It is all about robotics. But in some of the industries that I'm working with that is quite far in the future.”

Why such a long runway? The fundamental issue is the world itself. Real-world service environments — a sprawling office HVAC system, a unique residential furnace, or a varied pet care setting — are anything but standardized. Robotic solutions thrive on predictability, but a technician's job is to contend with the unpredictable. Tokmak highlights this stark reality: “If robotics is going to do what we're doing with these companies today, every single of those buildings need to be either 3D printed or completely like standardized. I don't see that happening.”

Dexterity Limits and the Indispensable Human Touch

The challenges for robotics extend beyond just varied environments; they hit the core of physical capability. Today's robots simply lack the dexterity required for the intricate, often messy tasks in service work. Imagine a robot trying to fix a complex plumbing issue: identifying the right tool, manipulating different screw types, or reaching into a cramped, dark space behind a wall. Tokmak paints a vivid picture: “If you look at robotics capabilities today it is quite far in terms of dexterity on how to be able to handle different types of um screws even what type of homes are how am I going up how am I going into the tiny areas to be able to fix something many times it's not clear you have to open up the whole walls to even see what do you need to fix how.”

Then there's the emotional reality. Many service calls aren't just technical problems; they’re crises. A broken AC in a heatwave, a flooded basement, or a sick pet — these are often highly stressful moments for customers. Humans bring empathy, reassurance, and problem-solving flexibility to these situations. As Tokmak puts it, “On top of that, there is in these industries, there's a lot of the human element too because when a lot of people are dealing with these industries, it is worst day of their lives, right?” This human connection is a barrier that pure robotics cannot easily overcome, making an AI software-first approach that augments human work a far more viable path for the near future.

What to Do With This

If you're building in service automation, stop obsessing over robotic hardware prototypes and distant sci-fi visions. This week, take a deep dive into the non-standardized workflows and critical human touchpoints in your target industry. Map out the most common “worst day of their lives” scenarios your customers face. Then, focus your AI development on software that enhances or intelligently manages existing human capabilities and processes, rather than attempting to replace them with robotics that simply aren't ready for real-world complexity.