Robot apology as a post-accident trust-recovery control strategy in industrial human-robot interaction

Fratczak, Piotr; Goh, Yee Mey; Kinnell, Peter; Justham, Laura; Soltoggio, Andrea

doi:10.1016/j.ergon.2020.103078

Cited by 22 publications

(16 citation statements)

References 36 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The repairing effect of an apology after a trust violation is compatible with prior human-agent research [ 32 , 53 ]. This effect is promising, as it suggests that (relatively minor) trust violations within human-agent teams can be solved on a relational level during ongoing interaction, without ceasing the collaboration [ 32 ]. It also indicates that mimicking human-like characteristics (i.e.…”

Section: Discussionsupporting

confidence: 68%

“…However smart intelligent agents may be, suboptimal behavior or mistakes will be inevitable at times. Optimal collaboration between humans and intelligent agents relies heavily on the system’s capacity to effectively communicate with the human, especially in face of uncertainty and potential error [ 32 ]. Ososky et al [ 68 ] argue that a robotic system does not have to be 100% reliable in order to be useful.…”

Section: Introductionmentioning

confidence: 99%

“…Similarly, offering explanations helped to maintain human trust after a robot erred [ 25 , 52 , 87 , 88 ]. A recent study showed that when a robot provided both an expression of regret and an explanation of the occurred situation, the recovery speed of trust in the robot significantly increased [ 32 ]. In a previous study, we also found that an apology consisting of both an expression of regret and an explanation was the most effective in repairing trust in an agent, after it caused a trust violation similar to the one in the current study [ 52 ].…”

Section: Introductionmentioning

confidence: 99%

“…Initially this study was designed as a Virtual Reality (VR) study. A VR environment stimulates emotional engagement of participants [ 32 , 70 ], which is valuable to this study as trust is a dominantly emotional response [ 29 ]. In response to the COVID-19 regulations, the research design was modified into an online study with video material of the VR environment as an alternative for conducting the experiment physically in VR.…”

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

Kox

Siegling

Kerstholt

2022

Int J of Soc Robotics

View full text Add to dashboard Cite

Autonomous agents (AA) will increasingly be deployed as teammates instead of tools. In many operational situations, flawless performance from AA cannot be guaranteed. This may lead to a breach in the human’s trust, which can compromise collaboration. This highlights the importance of thinking about how to deal with error and trust violations when designing AA. The aim of this study was to explore the influence of uncertainty communication and apology on the development of trust in a Human–Agent Team (HAT) when there is a trust violation. Two experimental studies following the same method were performed with (I) a civilian group and (II) a military group of participants. The online task environment resembled a house search in which the participant was accompanied and advised by an AA as their artificial team member. Halfway during the task, an incorrect advice evoked a trust violation. Uncertainty communication was manipulated within-subjects, apology between-subjects. Our results showed that (a) communicating uncertainty led to higher levels of trust in both studies, (b) an incorrect advice by the agent led to a less severe decline in trust when that advice included a measure of uncertainty, and (c) after a trust violation, trust recovered significantly more when the agent offered an apology. The two latter effects were only found in the civilian study. We conclude that tailored agent communication is a key factor in minimizing trust reduction in face of agent failure to maintain effective long-term relationships in HATs. The difference in findings between participant groups emphasizes the importance of considering the (organizational) culture when designing artificial team members.

show abstract

Section: Discussionsupporting

confidence: 68%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

Kox

Siegling

Kerstholt

2022

Int J of Soc Robotics

View full text Add to dashboard Cite

show abstract

“… Tian and Oviatt (2021) developed hypothetical HRC scenarios to study the effect of violation of social norms by robots with one of them featuring a convergence of social and industrial robotics. Indeed, a study, concluded that apologies can be used in industrial settings quite effectively to make the robot seem less scary and unpredictable and thus making it easier to work with Fratczak et al (2021) . Such scenarios are not completely unprecedented and would see a surge in the near future, thus requiring multiplicity of channels and means of expression for a more natural HRCom that is robust to not only the external conditions but also towards idiosyncrasies of human cultures and languages.…”

Section: Fundamental Gaps In Industrial Human-robot Communicationmentioning

confidence: 99%

A Critical Analysis of Industrial Human-Robot Communication and Its Quest for Naturalness Through the Lens of Complexity Theory

2022

View full text Add to dashboard Cite

Human-robot communication is one of the actively researched fields to enable efficient and seamless collaboration between a human and an intelligent industrial robotic system. The field finds its roots in human communication with the aim to achieve the “naturalness” inherent in the latter. Industrial human-robot communication pursues communication with simplistic commands and gestures, which is not representative of an uncontrolled real-world industrial environment. In addition, naturalness in communication is a consequence of its dynamism, typically ignored as a design criterion in industrial human-robot communication. Complexity Theory-based natural communication models allow for a more accurate representation of human communication which, when adapted, could also benefit the field of human-robot communication. This paper presents a perspective by reviewing the state of human-robot communication in industrial settings and then presents a critical analysis of the same through the lens of Complexity Theory. Furthermore, the work identifies research gaps in the aforementioned field, fulfilling which, would propel the field towards a truly natural form of communication. Finally, the work briefly discusses a general framework that leverages the experiential learning of data-based techniques and naturalness of human knowledge.

show abstract

Letter to the editor: Rebuilding consumer trust through social interactions

Karizaki

2022

J of Consumer Behaviour

View full text Add to dashboard Cite

It was pleasing to read an interesting paper entitled "The link between social interactions and trust recovery in customerbusiness relationships" that has been published in Journal of Consumer Behavior. This study is of great importance in understanding the effects of the social interactions on trust recovery. da Rosa Pulga et al. ( 2019) conducted three experimental studies for confirming that the social interactions can boost trust recovery in customer-company relationships.

show abstract

Robot apology as a post-accident trust-recovery control strategy in industrial human-robot interaction

Cited by 22 publications

References 36 publications

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

Trust Development in Military and Civilian Human–Agent Teams: The Effect of Social-Cognitive Recovery Strategies

A Critical Analysis of Industrial Human-Robot Communication and Its Quest for Naturalness Through the Lens of Complexity Theory

Letter to the editor: Rebuilding consumer trust through social interactions

Contact Info

Product

Resources

About