Teleoperated Robot Sells Toothbrush in a Shopping Mall: A Field Study

Song, Sichao; Baba, Jun; Nakanishi, Junya; Yoshikawa, Yuichiro; Ishiguro, Hiroshi

doi:10.1145/3411763.3451754

Cited by 24 publications

(8 citation statements)

References 15 publications

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“…For example, customers gave the following reasons for accessing the QR code: “The robot was cute and stopped me in my tracks,” and “Sota recommended it to me.” They also gave answers for not accessing the code such as, “The robot suddenly started doing business.” This result suggests that the customers’ attention was focused on the robot and not on the content that the robot introduced. Similar results were confirmed in the studies of Song et al (2021) and Tonkin et al (2017) , and this experiment also reaffirmed the major challenges of proactive service delivery by robots.…”

Section: Discussionsupporting

confidence: 85%

“…Customer service using avatar robots has been reported to not only allow employees to work remotely but also to be able to perform adequate service tasks. Kanda et al, 2010 confirmed that teleoperated robotic advertising can influence customer shopping behavior, and Song et al, 2021 provided a case of a product sold solely by an avatar robot. Baba et al, 2020 reported that services provided by teleoperated robots can achieve a high level of customer satisfaction.…”

Section: Introductionmentioning

confidence: 76%

“…Since service providers can respond to customers from their homes or offices as long as there is an Internet connection, this approach is expected to be used as a method of remote work. Avatar robots have been researched for a variety of services, including guidance ( Koizumi et al, 2006 ; Kanda et al, 2010 ; Heikkilä et al, 2019 ; Baba et al, 2020 ), navigation ( Glas et al, 2012 ) in shopping malls, tourist information ( Glas et al, 2013 ), product sales ( Song et al, 2021 ), café clerks ( Takeuchi et al, 2020 ), and expert maintenance ( Kritzler et al, 2016 ).…”

Section: Introductionmentioning

confidence: 99%

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

et al. 2021

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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.

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Section: Discussionsupporting

confidence: 85%

Section: Introductionmentioning

confidence: 76%

Section: Introductionmentioning

confidence: 99%

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

et al. 2021

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“…Service robots usually work in an indoor environment with multiple charging piles, such as the handling robot [1] in the warehouse, the disinfection robot [2] in the hospital, the sales robot [3] in the shopping mall, and the patrol robot [4] in the airport. They use various path planning algorithms for navigation.…”

Section: Introductionmentioning

confidence: 99%

Robot Memorial Path Planning for Smart Access of Indoor Distributed Charging Piles

Deng

Xie

et al. 2023

IEEE Access

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Autonomous mobile service robots are used to complete many tasks, such as cleaning, transporting goods and monitoring. Such tasks usually require uninterrupted and continuous service. However, the battery of the robot is limited and must be charged frequently. For a large number of robots, it is essential to select a suitable charging pile. For this issue, we propose a path planning model for robots to intelligently access a limited number of charging piles distributed on the map. The traditional path planning model mainly considers the shortest path criterion to generate the path. Different from this, the path planning model in this paper not only considers the shortest path, but also the service position of the robot after charging, the remaining power of the robot, the state of the charging pile and the position of the robot in the map. Our path planning assigns the most suitable charging pile to the robot that needs charging. To solve the problem of high memory consumption and slow search speed when traditional A* algorithm is used for path planning, we propose local memorial path planning (LMPP) algorithm to quickly generate effective paths. The simulation results show that the proposed robot charging path planner can improve the robot service satisfaction and plan the effective path to the available charging piles.INDEX TERMS Autonomous mobile robot, service robot, path planning, robot charging

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“…The trajectories can inform how individual users approach the object, how non-users move past the object and other aspects of pedestrian–object interaction. Understanding the diverse relation types between pedestrian movements and functional objects at the microscopic level and using it to predict the trajectory of individual pedestrians is helpful for many applications [ 8 ], including pedestrian facility engineering [ 9 ], public space development [ 2 ], evacuation [ 10 ], and technology-enhanced retail [ 11 ].…”

Section: Introductionmentioning

confidence: 99%

Functional Objects in Urban Walking Environments and Pedestrian Trajectory Modelling

Lui¹,

Chan²,

Hung³

2023

Sensors

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Functional objects are large and small physical entities installed in urban environments to offer specific functionalities to visitors, such as shops, escalators, and information kiosks. Instances of the novel notion are focal points of human activities and are significant in pedestrian movement. Pedestrian trajectory modelling in an urban scene is a challenging problem because of the complex patterns resulting from social interactions of the crowds and the diverse relation between pedestrians and functional objects. Many data-driven methods have been proposed to explain the complex movements in urban scenes. However, the methods considering functional objects in their formulation are rare. This study aims to reduce the knowledge gap by demonstrating the importance of pedestrian–object relations in the modelling task. The proposed modelling method, called pedestrian–object relation guided trajectory prediction (PORTP), uses a dual-layer architecture that includes a predictor of pedestrian–object relation and a series of relation-specific specialized pedestrian trajectory prediction models. The experiment findings indicate that the inclusion of pedestrian–object relation results in more accurate predictions. This study provides an empirical foundation for the novel notion and a strong baseline for future work on this topic.

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Teleoperated Robot Sells Toothbrush in a Shopping Mall: A Field Study

Cited by 24 publications

References 15 publications

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

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

Robot Memorial Path Planning for Smart Access of Indoor Distributed Charging Piles

Functional Objects in Urban Walking Environments and Pedestrian Trajectory Modelling

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