Title :
Gracefully mitigating breakdowns in robotic services
Author :
Lee, Min Kyung ; Kiesler, Sara ; Forlizzi, Jodi ; Srinivasa, Siddhartha ; Rybski, Paul
Author_Institution :
Human-Comput. Interaction Inst., Carnegie Mellon Univ., Pittsburgh, PA, USA
Abstract :
Robots that operate in the real world will make mistakes. Thus, those who design and build systems will need to understand how best to provide ways for robots to mitigate those mistakes. Building on diverse research literatures, we consider how to mitigate breakdowns in services provided by robots. Expectancy-setting strategies forewarn people of a robot´s limitations so people will expect mistakes. Recovery strategies, including apologies, compensation, and options for the user, aim to reduce the negative consequence of breakdowns. We tested these strategies in an online scenario study with 317 participants. A breakdown in robotic service had severe impact on evaluations of the service and the robot, but forewarning and recovery strategies reduced the negative impact of the breakdown. People´s orientation toward services influenced which recovery strategy worked best. Those with a relational orientation responded best to an apology; those with a utilitarian orientation responded best to compensation. We discuss robotic service design to mitigate service problems.
Keywords :
human-robot interaction; service robots; expectancy-setting strategy; gracefully mitigating breakdowns; recovery strategy; robot limitations; robotic service design; robotic services; utilitarian orientation; Buildings; Customer service; Electric breakdown; Employment; Hospitals; Human robot interaction; Medical robotics; Mobile robots; Speech; Testing; error recovery; human-robot interaction; robot breakdown; robot error; service recovery; services; social robot;
Conference_Titel :
Human-Robot Interaction (HRI), 2010 5th ACM/IEEE International Conference on
Conference_Location :
Osaka
Print_ISBN :
978-1-4244-4892-0
Electronic_ISBN :
978-1-4244-4893-7
DOI :
10.1109/HRI.2010.5453195