Towards a socially adaptive digital playground

We are working towards a socially adaptive digital playground for children. To this end, we are looking into nonverbal synchrony and other social signals as a measure of social behaviour and into ways to alter game dynamics to trigger and inhibit certain social behaviours. Our first results indicate that we can indeed influence social behaviours in a digital playground by changing game dynamics. Furthermore, our first results show that we will be able to sense some of these social behaviours using only computer vision techniques. I propose an iterative method for working towards a socially adaptive digital playground

An End-to-End Conversational Style Matching Agent

We present an end-to-end voice-based conversational agent that is able to engage in naturalistic multi-turn dialogue and align with the interlocutor's conversational style. The system uses a series of deep neural network components for speech recognition, dialogue generation, prosodic analysis and speech synthesis to generate language and prosodic expression with qualities that match those of the user. We conducted a user study (N=30) in which participants talked with the agent for 15 to 20 minutes, resulting in over 8 hours of natural interaction data. Users with high consideration conversational styles reported the agent to be more trustworthy when it matched their conversational style. Whereas, users with high involvement conversational styles were indifferent. Finally, we provide design guidelines for multi-turn dialogue interactions using conversational style adaptation

Understanding Anthropomorphism in Service Provision: A Meta-Analysis of Physical Robots, Chatbots, and other AI

An increasing number of firms introduce service robots, such as physical robots and virtual chatbots, to provide services to customers. While some firms use robots that resemble human beings by looking and acting humanlike to increase customers’ use intention of this technology, others employ machinelike robots to avoid uncanny valley effects, assuming that very humanlike robots may induce feelings of eeriness. There is no consensus in the service literature regarding whether customers’ anthropomorphism of robots facilitates or constrains their use intention. The present meta-analysis synthesizes data from 11,053 individuals interacting with service robots reported in 108 independent samples. The study synthesizes previous research to clarify this issue and enhance understanding of the construct. We develop a comprehensive model to investigate relationships between anthropomorphism and its antecedents and consequences. Customer traits and predispositions (e.g., computer anxiety), sociodemographics (e.g., gender), and robot design features (e.g., physical, nonphysical) are identified as triggers of anthropomorphism. Robot characteristics (e.g., intelligence) and functional characteristics (e.g., usefulness) are identified as important mediators, although relational characteristics (e.g., rapport) receive less support as mediators. The findings clarify contextual circumstances in which anthropomorphism impacts customer intention to use a robot. The moderator analysis indicates that the impact depends on robot type (i.e., robot gender) and service type (i.e., possession-processing service, mental stimulus-processing service). Based on these findings, we develop a comprehensive agenda for future research on service robots in marketing

Instrument Development for R-Service Quality: A Literature Review

Motivated by a paucity of knowledge on the measurement of robotic service (r-service) quality, the current study strives to review the existing literature on r-service quality, with a focus on the potential methodological issues of developing measurement instruments and identifying the dimensionality of r-service quality. With a content analysis of 55 articles, this study identifies several methodological limitations of existing studies in developing measurement scales of r-service quality. This review reveals that dimensions of r-service quality are prone to be contingent on specific con-texts of service industry and service type. Several common dimensions regarding evaluating r-service are identified, including tangibility, responsiveness, reliability, empathy, assurance, ease of use/usability, usefulness, anthropomorphism, perceived intelligence, and social presence. This study is the first systematic literature review on r-service quality dimensionality

Bringing Human Robot Interaction towards _Trust and Social Engineering

Robots started their journey in books and movies; nowadays, they are becoming an important part of our daily lives: from industrial robots, passing through entertainment robots, and reaching social robotics in fields like healthcare or education. An important aspect of social robotics is the human counterpart, therefore, there is an interaction between the humans and robots. Interactions among humans are often taken for granted as, since children, we learn how to interact with each other. In robotics, this interaction is still very immature, however, critical for a successful incorporation of robots in society. Human robot interaction (HRI) is the domain that works on improving these interactions. HRI encloses many aspects, and a significant one is trust. Trust is the assumption that somebody or something is good and reliable; and it is critical for a developed society. Therefore, in a society where robots can part, the trust they could generate will be essential for cohabitation. A downside of trust is overtrusting an entity; in other words, an insufficient alignment of the projected trust and the expectations of a morally correct behaviour. This effect could negatively influence and damage the interactions between agents. In the case of humans, it is usually exploited by scammers, conmen or social engineers - who take advantage of the people's overtrust in order to manipulate them into performing actions that may not be beneficial for the victims. This thesis tries to shed light on the development of trust towards robots, how this trust could become overtrust and be exploited by social engineering techniques. More precisely, the following experiments have been carried out: (i) Treasure Hunt, in which the robot followed a social engineering framework where it gathered personal information from the participants, improved the trust and rapport with them, and at the end, it exploited that trust manipulating participants into performing a risky action. (ii) Wicked Professor, in which a very human-like robot tried to enforce its authority to make participants obey socially inappropriate requests. Most of the participants realized that the requests were morally wrong, but eventually, they succumbed to the robot'sauthority while holding the robot as morally responsible. (iii) Detective iCub, in which it was evaluated whether the robot could be endowed with the ability to detect when the human partner was lying. Deception detection is an essential skill for social engineers and professionals in the domain of education, healthcare and security. The robot achieved 75% of accuracy in the lie detection. There were also found slight differences in the behaviour exhibited by the participants when interacting with a human or a robot interrogator. Lastly, this thesis approaches the topic of privacy - a fundamental human value. With the integration of robotics and technology in our society, privacy will be affected in ways we are not used. Robots have sensors able to record and gather all kind of data, and it is possible that this information is transmitted via internet without the knowledge of the user. This is an important aspect to consider since a violation in privacy can heavily impact the trust. Summarizing, this thesis shows that robots are able to establish and improve trust during an interaction, to take advantage of overtrust and to misuse it by applying different types of social engineering techniques, such as manipulation and authority. Moreover, robots can be enabled to pick up different human cues to detect deception, which can help both, social engineers and professionals in the human sector. Nevertheless, it is of the utmost importance to make roboticists, programmers, entrepreneurs, lawyers, psychologists, and other sectors involved, aware that social robots can be highly beneficial for humans, but they could also be exploited for malicious purposes

Customer Responses to Service Robots – Comparing Human-Robot Interaction with Human-Human Interaction

This paper investigates how service failures affect customers by comparing human-robot interactions with human-human interactions. More specifically, it compares customers’ satisfaction in a service robot interaction depending on a service failure with the customers’ satisfaction in a frontline service employee interaction. On a theoretical basis, extant literature on the uncanny valley paradigm proposed that service robots would create lower satisfaction than human frontline employees would. However, I find that service robots could keep up with human frontline employees. Based on an extensive literature research on service failures, I propose that customer satisfaction after a service failure declines far less for a human frontline employee compared with a service robot. Nevertheless, I find evidence that service robots create even higher customer satisfaction than human frontline employees after the exactly similar service failure. I base my findings on an experimental laboratory study with 120 student participants and the service robot “Pepper” from Softbank Corp

Analysis and enhancement of interpersonal coordination using inertial measurement unit solutions

Die heutigen mobilen Kommunikationstechnologien haben den Umfang der verbalen und textbasierten Kommunikation mit anderen Menschen, sozialen Robotern und künstlicher Intelligenz erhöht. Auf der anderen Seite reduzieren diese Technologien die nonverbale und die direkte persönliche Kommunikation, was zu einer gesellschaftlichen Thematik geworden ist, weil die Verringerung der direkten persönlichen Interaktionen eine angemessene Wahrnehmung sozialer und umgebungsbedingter Reizmuster erschweren und die Entwicklung allgemeiner sozialer Fähigkeiten bremsen könnte. Wissenschaftler haben aktuell die Bedeutung nonverbaler zwischenmenschlicher Aktivitäten als soziale Fähigkeiten untersucht, indem sie menschliche Verhaltensmuster in Zusammenhang mit den jeweilgen neurophysiologischen Aktivierungsmustern analzsiert haben. Solche Querschnittsansätze werden auch im Forschungsprojekt der Europäischen Union "Socializing sensori-motor contingencies" (socSMCs) verfolgt, das darauf abzielt, die Leistungsfähigkeit sozialer Roboter zu verbessern und Autismus-Spektrumsstörungen (ASD) adäquat zu behandeln. In diesem Zusammenhang ist die Modellierung und das Benchmarking des Sozialverhaltens gesunder Menschen eine Grundlage für theorieorientierte und experimentelle Studien zum weiterführenden Verständnis und zur Unterstützung interpersoneller Koordination. In diesem Zusammenhang wurden zwei verschiedene empirische Kategorien in Abhängigkeit von der Entfernung der Interagierenden zueinander vorgeschlagen: distale vs. proximale Interaktionssettings, da sich die Struktur der beteiligten kognitiven Systeme zwischen den Kategorien ändert und sich die Ebene der erwachsenden socSMCs verschiebt. Da diese Dissertation im Rahmen des socSMCs-Projekts entstanden ist, wurden Interaktionssettings für beide Kategorien (distal und proximal) entwickelt. Zudem wurden Ein-Sensor-Lösungen zur Reduzierung des Messaufwands (und auch der Kosten) entwickelt, um eine Messung ausgesuchter Verhaltensparameter bei einer Vielzahl von Menschen und sozialen Interaktionen zu ermöglichen. Zunächst wurden Algorithmen für eine kopfgetragene Trägheitsmesseinheit (H-IMU) zur Messung der menschlichen Kinematik als eine Ein-Sensor-Lösung entwickelt. Die Ergebnisse bestätigten, dass die H-IMU die eigenen Gangparameter unabhängig voneinander allein auf Basis der Kopfkinematik messen kann. Zweitens wurden—als ein distales socSMC-Setting—die interpersonellen Kopplungen mit einem Bezug auf drei interagierende Merkmale von „Übereinstimmung“ (engl.: rapport) behandelt: Positivität, gegenseitige Aufmerksamkeit und Koordination. Die H-IMUs überwachten bestimmte soziale Verhaltensereignisse, die sich auf die Kinematik der Kopforientierung und Oszillation während des Gehens und Sprechens stützen, so dass der Grad der Übereinstimmung geschätzt werden konnte. Schließlich belegten die Ergebnisse einer experimentellen Studie, die zu einer kollaborativen Aufgabe mit der entwickelten IMU-basierten Tablet-Anwendung durchgeführt wurde, unterschiedliche Wirkungen verschiedener audio-motorischer Feedbackformen für eine Unterstützung der interpersonellen Koordination in der Kategorie proximaler sensomotorischer Kontingenzen. Diese Dissertation hat einen intensiven interdisziplinären Charakter: Technologische Anforderungen in den Bereichen der Sensortechnologie und der Softwareentwicklung mussten in direktem Bezug auf vordefinierte verhaltenswissenschaftliche Fragestellungen entwickelt und angewendet bzw. gelöst werden—und dies in zwei unterschiedlichen Domänen (distal, proximal). Der gegebene Bezugsrahmen wurde als eine große Herausforderung bei der Entwicklung der beschriebenen Methoden und Settings wahrgenommen. Die vorgeschlagenen IMU-basierten Lösungen könnten dank der weit verbreiteten IMU-basierten mobilen Geräte zukünftig in verschiedene Anwendungen perspektiv reich integriert werden.Today’s mobile communication technologies have increased verbal and text-based communication with other humans, social robots and intelligent virtual assistants. On the other hand, the technologies reduce face-to-face communication. This social issue is critical because decreasing direct interactions may cause difficulty in reading social and environmental cues, thereby impeding the development of overall social skills. Recently, scientists have studied the importance of nonverbal interpersonal activities to social skills, by measuring human behavioral and neurophysiological patterns. These interdisciplinary approaches are in line with the European Union research project, “Socializing sensorimotor contingencies” (socSMCs), which aims to improve the capability of social robots and properly deal with autism spectrum disorder (ASD). Therefore, modelling and benchmarking healthy humans’ social behavior are fundamental to establish a foundation for research on emergence and enhancement of interpersonal coordination. In this research project, two different experimental settings were categorized depending on interactants’ distance: distal and proximal settings, where the structure of engaged cognitive systems changes, and the level of socSMCs differs. As a part of the project, this dissertation work referred to this spatial framework. Additionally, single-sensor solutions were developed to reduce costs and efforts in measuring human behaviors, recognizing the social behaviors, and enhancing interpersonal coordination. First of all, algorithms using a head worn inertial measurement unit (H-IMU) were developed to measure human kinematics, as a baseline for social behaviors. The results confirmed that the H-IMU can measure individual gait parameters by analyzing only head kinematics. Secondly, as a distal sensorimotor contingency, interpersonal relationship was considered with respect to a dynamic structure of three interacting components: positivity, mutual attentiveness, and coordination. The H-IMUs monitored the social behavioral events relying on kinematics of the head orientation and oscillation during walk and talk, which can contribute to estimate the level of rapport. Finally, in a new collaborative task with the proposed IMU-based tablet application, results verified effects of different auditory-motor feedbacks on the enhancement of interpersonal coordination in a proximal setting. This dissertation has an intensive interdisciplinary character: Technological development, in the areas of sensor and software engineering, was required to apply to or solve issues in direct relation to predefined behavioral scientific questions in two different settings (distal and proximal). The given frame served as a reference in the development of the methods and settings in this dissertation. The proposed IMU-based solutions are also promising for various future applications due to widespread wearable devices with IMUs.European Commission/HORIZON2020-FETPROACT-2014/641321/E

Can Humanoid Service Robots Perform Better Than Service Employees? A Comparison of Innovative Behavior Cues

This research compares human-robot interaction with human-human interaction. More specifically, it compares potential customer responses to a humanoid service robot’s (HSR’s) behavioral cues during service encounters with those expressed by a human service employee. The behavioral cues tested in this study include innovative service behavior, defined as the extent to which a service representative creates new ideas and solutions for the customer. Based on role theory and the expectancy disconfirmation paradigm, we propose that customers generally respond positively toward an HSR’s artificial innovative service behavior cues. The experimental laboratory study with 132 student participants and an HSR of the Pepper type, shows positive responses to an HSR’s artificial innovative service behavior, but that those responses are weaker compared to human-human interactions within a similar setting. Furthermore, innovative service behavior cues exceed customer expectations and therefore, lead to customer satisfaction and delight with the HSR