Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space

In recent years, the demand for remote services has increased with concerns regarding the spread of infectious diseases and employees’ quality of life. Many attempts have been made to enable store staff to provide various services remotely via avatars displayed to on-site customers. However, the wor...

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Autores principales:	Jun Baba, Sichao Song, Junya Nakanishi, Yuichiro Yoshikawa, Hiroshi Ishiguro
Formato:	article
Lenguaje:	EN
Publicado:	Frontiers Media S.A. 2021
Materias:	avatar teleoperated robot field study service encounters performance workload Mechanical engineering and machinery TJ1-1570 Electronic computers. Computer science QA75.5-76.95
Acceso en línea:	https://doaj.org/article/44ffcb82ef894b1c90122144e89ec9e6
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id	oai:doaj.org-article:44ffcb82ef894b1c90122144e89ec9e6
record_format	dspace
spelling	oai:doaj.org-article:44ffcb82ef894b1c90122144e89ec9e62021-12-03T07:17:05ZLocal vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space2296-914410.3389/frobt.2021.778753https://doaj.org/article/44ffcb82ef894b1c90122144e89ec9e62021-12-01T00:00:00Zhttps://www.frontiersin.org/articles/10.3389/frobt.2021.778753/fullhttps://doaj.org/toc/2296-9144In recent years, the demand for remote services has increased with concerns regarding the spread of infectious diseases and employees’ quality of life. Many attempts have been made to enable store staff to provide various services remotely via avatars displayed to on-site customers. However, the workload required on the part of service staff by the emerging new work style of operating avatar robots remains a concern. No study has compared the performance and perceived workload of the same staff working locally versus remotely via an avatar. In this study, we conducted an experiment to identify differences between the performance of in-person services and remote work through an avatar robot in an actual public space. The results showed that there were significant differences in the partial performance between working via an avatar and working locally, and we could not find significant difference in the overall performance. On the other hand, the perceived workload was significantly lower when the avatar robot was used. We also found that customers reacted differently to the robots and to the in-person participants. In addition, the workload perceived by operators in the robotic task was correlated with their personality and experience. To the best of our knowledge, this study is the first investigation of both performance and workload in remote customer service through robotic avatars, and it has important implications for the implementation of avatar robots in service settings.Jun BabaJun BabaSichao SongSichao SongJunya NakanishiYuichiro YoshikawaHiroshi IshiguroFrontiers Media S.A.articleavatarteleoperated robotfield studyservice encountersperformanceworkloadMechanical engineering and machineryTJ1-1570Electronic computers. Computer scienceQA75.5-76.95ENFrontiers in Robotics and AI, Vol 8 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	avatar teleoperated robot field study service encounters performance workload Mechanical engineering and machinery TJ1-1570 Electronic computers. Computer science QA75.5-76.95
spellingShingle	avatar teleoperated robot field study service encounters performance workload Mechanical engineering and machinery TJ1-1570 Electronic computers. Computer science QA75.5-76.95 Jun Baba Jun Baba Sichao Song Sichao Song Junya Nakanishi Yuichiro Yoshikawa Hiroshi Ishiguro Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space
description	In recent years, the demand for remote services has increased with concerns regarding the spread of infectious diseases and employees’ quality of life. Many attempts have been made to enable store staff to provide various services remotely via avatars displayed to on-site customers. However, the workload required on the part of service staff by the emerging new work style of operating avatar robots remains a concern. No study has compared the performance and perceived workload of the same staff working locally versus remotely via an avatar. In this study, we conducted an experiment to identify differences between the performance of in-person services and remote work through an avatar robot in an actual public space. The results showed that there were significant differences in the partial performance between working via an avatar and working locally, and we could not find significant difference in the overall performance. On the other hand, the perceived workload was significantly lower when the avatar robot was used. We also found that customers reacted differently to the robots and to the in-person participants. In addition, the workload perceived by operators in the robotic task was correlated with their personality and experience. To the best of our knowledge, this study is the first investigation of both performance and workload in remote customer service through robotic avatars, and it has important implications for the implementation of avatar robots in service settings.
format	article
author	Jun Baba Jun Baba Sichao Song Sichao Song Junya Nakanishi Yuichiro Yoshikawa Hiroshi Ishiguro
author_facet	Jun Baba Jun Baba Sichao Song Sichao Song Junya Nakanishi Yuichiro Yoshikawa Hiroshi Ishiguro
author_sort	Jun Baba
title	Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space
title_short	Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space
title_full	Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space
title_fullStr	Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space
title_full_unstemmed	Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space
title_sort	local vs. avatar robot: performance and perceived workload of service encounters in public space
publisher	Frontiers Media S.A.
publishDate	2021
url	https://doaj.org/article/44ffcb82ef894b1c90122144e89ec9e6
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Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space

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