Paper Info
Title
Social Robots in Service Contexts: Exploring the Rewards and Risks of Personalization and Re-embodiment
Abstract
Social agents and robots are moving into front-line positions in brick and mortar services, taking on roles where they directly interact with customers. These agents could potentially recognize customers to personalize service. Will customers like this, or might they feel monitored and profiled? Robots could also re-embody (move their "personality" between one body and another) in order to take on multiple roles that are typically performed by different people. Will this make customers feel more taken care of, or will it raise concerns about the robot's competence and expertise? Our work investigates when robots should and should not recognize customers and re-embody. Our online study used storyboards to present possible future interactions between robots and customers across several different service contexts. Our findings suggest that people generally accept robots identifying customers and taking on vastly different roles. However, in some contexts, these robot behaviors seem creepy and untrustworthy.
Year
DOI
Venue
2021
10.1145/3461778.3462036
PROCEEDINGS OF THE 2021 ACM DESIGNING INTERACTIVE SYSTEMS CONFERENCE (DIS 2021)
Keywords
DocType
Citations 
human-robot interaction, human-agent interaction, storyboards, re-embodiment, personalization, interaction design
Conference
2
PageRank 
References 
Authors
0.37
0
7
Name
Order
Citations
PageRank
Samantha Reig182.82
Michal Luria2588.60
Elsa Forberger320.37
Isabel Won420.37
Aaron Steinfeld548646.01
Jodi Forlizzi65042382.63
John Zimmerman72474166.25