ABSTRACT
Creating and sustaining rapport between robots and people is critical for successful robotic services. As a first step towards this goal, we explored a personalization strategy with a snack delivery robot. We designed a social robotic snack delivery service, and, for half of the participants, personalized the service based on participants' service usage and interactions with the robot. The service ran for each participant for two months. We evaluated this strategy during a 4-month field experiment. The results show that, as compared with the social service alone, adding personalized service improved rapport, cooperation, and engagement with the robot during service encounters.
- Aaker, J., Fournier, S., & Brasel, A. (2004). When good brands do bad. Journal of Consumer research, 31, 1--16.Google ScholarCross Ref
- Bickmore, T. & Picard, R. (2005). Establishing and maintaining long-term human-computer relationships. Transactions on Computer Human Interaction, 59(1), 21--30. Google ScholarDigital Library
- Brown, P., & Levinson, S. (1987). Politeness: Some universals in language usage. Cambridge University Press.Google Scholar
- Dautenhahn, K. (2004). Robots we like to live with: A developmental perspective on a personalized, life-long robot companion. Proc. of ROMAN'04, 17--22.Google ScholarCross Ref
- Gockley, R., Bruce, A., Forlizzi, J., Michalowski, M., Mundell, A., Rosenthal, S., Sellner, B., Simmons, R., Snipes, K., Schultz, A. C., & Wang, J. (2005). Designing robots for long-term social interaction. Proc. of IROS'05, 2199--2204.Google ScholarCross Ref
- Goetz, J., Kiesler, S., & Powers, A. (2003). Matching robot appearance and behavior to tasks to improve human-robot cooperation. Proc. of ROMAN'03, 55--60.Google ScholarCross Ref
- Gwinner, K. P., Gremier, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer's perspective. Journal of Academy of Marketing Science, 26(2), 101--114.Google ScholarCross Ref
- Hada, Y., Gakuhari, H., Takase, K., & Hemeldan, E. I. (2004). Delivery service robot using distributed acquisition, actuators and intelligence. Proc. of IROS'04, 2997--3002.Google ScholarCross Ref
- Kidd, C. D., & Breazeal, C. (2008). Robots at home: Understanding long-term human-robot interaction. Proc. of IROS'08, 3230--3235.Google ScholarCross Ref
- Knapp, M. L, & Hall, J. A. (2009). Nonverbal communication in human interaction. Cengage Learning.Google Scholar
- Lee, M. K., & Forlizzi, J. (2009). Designing adaptive robotic services. Proc. of IASDR'09.Google Scholar
- Lee, M. K., Forlizzi, J., Rybski, P. E., Crabbe, F., Chung, W., Finkle, J., Glaser, E., & Kiesler, S. (2009). The Snackbot: Documenting the design of a robot for long-term Human-Robot Interaction. Proc. of HRI'09, 7--14. Google ScholarDigital Library
- Lee, M. K., Kiesler, S., & Forlizzi, J. (2011). Mining behavioral economics to design persuasive technology for healthy choices. Proc. of CHI'11, 325--334. Google ScholarDigital Library
- Lee, M. K., Kiesler, S., Forlizzi, J., Srinivasa, S., & Rybski, P. (2010). Gracefully mitigating breakdowns in robotic services. Proc. of HRI'10, 203--210. Google ScholarDigital Library
- Mason, M., & Lopes, M. (2011). Robot self-initiative and personalization by learning through repeated interactions. Proc. of HRI'11, 433--440. Google ScholarDigital Library
- Mehrabian, A. (1970). A semantic space for nonverbal behavior. Journal of Consulting and Clinical Psychology, 35(2), 248--257.Google ScholarCross Ref
- Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50--64.Google ScholarCross Ref
- Nakauchi, Y., & Simmons, R. (2002). A social robot that stands in line. Autonomous Robots, 12, 313--324. Google ScholarDigital Library
- Pfeifer, L. M. & Bickmore, T. (2011). Is the media equation a flash in the pan? The durability and longevity of social responses to computers. Proc. of CHI'10, 777--780. Google ScholarDigital Library
- Rosenthal, S., Veloso, M., & Dey, A. K. Is someone in this office available to help me? Proactively seeking help from spatially-situated humans. To appear in Journal of Intelligent and Robotic Systems. Google ScholarDigital Library
- Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, 51(2), 86--96.Google ScholarCross Ref
- Venolia, G., Tang, J., Cervantes, R., Bly, S., Robertson, G. G., Lee, B. & Inkpen, K. (2010). Embodied Social Proxy. Proc. of CHI'10, 1049--105.Google ScholarDigital Library
Index Terms
- Personalization in HRI: a longitudinal field experiment
Recommendations
Not that Uncanny After All? An Ethnographic Study on Android Robots Perception of Older Adults in Germany and Japan
Social RoboticsAbstractIntercultural studies are scarce but yet insightful to better understand reactions of older adults to human-like Android robot behavior. They help to see which reactions of participants are universal and which are country specific. Research with ...
How a robot should give advice
HRI '13: Proceedings of the 8th ACM/IEEE international conference on Human-robot interactionWith advances in robotics, robots can give advice and help using natural language. The field of HRI, however, has not yet developed a communication strategy for giving advice effectively. Drawing on literature in politeness and informal speech, we ...
Young Users’ Perception of a Social Robot Displaying Familiarity and Eliciting Disclosure
Social RoboticsAbstractEstablishing a positive relationship between a user and a system is considered important or even necessary in applications of social robots or other computational artifacts which require long-term engagement. We discuss several experiments ...
Comments