Dimosthenis Kontogiorgos
KTH Royal Institute of Technology, Stockholm, Sweden
The increasing use of robots in real-world applications will inevitably cause users to encounter more failures in interactions. While there is a longstanding effort in bringing human-likeness to robots, how robot embodiment affects users' perception of failures remains largely unexplored. In this paper, we extend prior work on robot failures by assessing the impact that embodiment and failure severity have on people's behaviours and their perception of robots. Our findings show that when using a smart-speaker embodiment, failures negatively affect users' intention to frequently interact with the device, however not when using a human-like robot embodiment. Additionally, users significantly rate the human-like robot higher in terms of perceived intelligence and social presence. Our results further suggest that in higher severity situations, human-likeness is distracting and detrimental to the interaction. Drawing on quantitative findings, we discuss benefits and drawbacks of embodiment in robot failures that occur in guided tasks.
https://doi.org/10.1145/3313831.3376372
The ACM CHI Conference on Human Factors in Computing Systems (https://chi2020.acm.org/)