COACHES: an assistance multi-robot system in public areas

In this paper, we present a robust system of self-directed autonomous robots evolving in a complex and public spaces and interacting with people. This system integrates highlevel skills of environment modeling using knowledge-based modeling and reasoning and scene understanding with robust image and video analysis, distributed autonomous decisionmaking using Markov decision process and Petri-Net planning, short-term interacting with humans and robust and safe navigation in overcrowding spaces. This system has been deployed in a variety of public environments such as a shopping mall, a center of congress and in a lab to assist people and visitors. The results are very satisfying showing the effectiveness of the system and going beyond just a simple proof of concepts

Optimal Assignment of Customer-Desired Items to the Fetching Robots in Superstores

This paper discusses a task assignment problem. The scenario under consideration is a superstore with a team of fetching robots. There is a set of customers each requiring a unique set of items. The goal is to assign the task of fetching the items to the available robots in such a way that the time and effort required for fetching the item is minimized. For this purpose, a Markov Decision Process based model has been proposed. The proposed-model is solvable using stochastic dynamic programming algorithms such as value iteration for the calculation of optimal task assignment policy. The analysis of the characteristics of the resulting optimal policy has been presented with the help of a numerical case study

Artificial intelligence and robots in services : theory and management of (future) humanrobot service interactions

During the past decade, service robots have increasingly been deployed in a wide variety of services, where they co-produce service outcomes with and for the benefit of internal or external customers within humanrobot service interactions (HRSI). Although the introduction of different service robot types into the marketplace promises efficiency gains, it changes premises of service encounter theory and practice fundamentally. Moreover, introducing service robots without considering external or internal customers needs can lead to negative service outcomes. This thesis aims to generate knowledge on how the introduction of different service robot types (i.e., embodied and digital service robots) in internal and external service encounters changes fundamental premises of service encounter theory and impacts HRSI outcomes. In doing so, it leverages different scientific methods and focuses on external service encounters with digital and embodied service robots, as well as internal service encounters with digital service robots. Chapter 2 aims to advance service encounter theory in the context of HRSI in external service encounters by conceptually developing a service encounter theory evaluation scheme to assess a theorys fit to explain HRSI-related phenomena. The scheme includes individual and contextual factors that bound theoretical premises and, hence, supports scholars in assessing standing service encounter theories. The chapter also puts forth an exemplary assessment of role theory and provides detailed avenues for future research. Chapter 3 aims to synthesize the great wealth of knowledge on HRSI related to external service encounters with embodied service robots. By conducting a comprehensive systematic literature review, the chapter identifies 199 empirical research articles across scientific fields that can inform service research on how to successfully introduce service robots into the organizational frontline. To organize the plethora of research findings, this chapter develops a new structuring framework (D3: design, delegate, deploy). It utilizes this framework to provide a comprehensive overview of the empirical HRSI literature, delineates practical implications, and identifies gaps in literature to identify promising future research avenues. Chapter 4 also addresses HRSI in external service encounters but focuses specifically on the transformative potential of embodied service robots to enhance vulnerable consumers (i.e., children and older adults) well-being in social isolation. To identify how different robots can enhance well-being, this chapter follows a conceptual approach and integrates findings from service research, social robotics, social psychology, and medicine. The chapter develops a typology of robotic transformative service (i.e., entertainer, social enabler, mentor, and friend) as a function of consumers state of social isolation, well-being focus, and robot capabilities and a future research agenda for robotic transformative service research (RTSR). This work guides service consumers and providers, as well as robot developers, in identifying and developing the most appropriate robot type for advancing the well-being of vulnerable consumers in social isolation. Finally, Chapter 5 focuses on HRSI research in the context of interactions with digital service robots in internal service encounters. Based on a comprehensive literature review paired with a qualitative study, it conceptionally develops a new concept of a collaborative, digital service robot: a collaborative intelligence system (i.e., CI system) that co-produces service with employees. Drawing from service encounter needs theory, the chapter also empirically tests the effect of CI systems on employee need fulfillment (i.e., need for control, cognition, self-efficacy, and justice) and, in turn, on responsibility taking in two scenario-based experiments. The results uncover divergent mechanisms of how the fulfillment of service encounter needs drives the effect of CI systems on outcome responsibility for different employee groups. Service scholars and managers benefit from a blueprint for designing collaborative digital service robots and an understanding of their effects on employee outcomes in service co-production. In summary, this thesis contributes to literature by providing new insights into different types of HRSI by consolidating HRSI knowledge, developing and advancing HRSI concepts and theory, and empirically investigating HRSI-related phenomena. The new insights put forth in this thesis are discussed and implications for service theory and practice are delineated.Serviceroboter werden zunehmend für Dienstleistungen eingesetzt, wobei sie mit und zum Nutzen von internen oder externen Kunden im Rahmen von Mensch-Roboter-Service-Interaktionen (MRSI) Serviceergebnisse co-produzieren. Die Einführung verschiedener Arten von Servicerobotern (d. h. verkörperte und digitale) verspricht Effizienzgewinne, verändert jedoch grundlegende Prämissen der Theorie und Praxis von Dienstleistungsinteraktionen. Darüber hinaus kann die Einführung von Servicerobotern ohne die Berücksichtigung von Kundenbedürfnissen zu negativen Serviceergebnissen führen. Ziel dieser Dissertation ist es, Wissen darüber zu generieren, wie die Einführung verschiedener Robotertypen in internen und externen Dienstleistungsinteraktionen grundlegende theoretische Prämissen von Dienstleistungsinteraktionen verändert und sich auf die Ergebnisse von MRSI auswirkt. Um dieses Ziel zu erreichen werden unter Einsatz verschiedener wissenschaftlicher Methoden drei verschiedene Arten von MRSI untersucht. Kapitel 2 zielt darauf ab, die Theorie der Dienstleistungsinteraktion im Kontext von MRSI in externen Dienstleistungsinteraktionen weiterzuentwickeln und konzeptioniert ein Bewertungsschema für bestehende Theorien der Dienstleistungsbegegnung. Das Schema umfasst individuelle und kontextuelle Faktoren, die die ursprünglichen theoretischen Prämissen von Mensch-zu-Mensch Dienstleistungsinteraktionen beeinflussen und unterstützt somit Wissenschaftler bei der Bewertung von Theorien zur Verwendung im MRSI Kontext. Das Kapitel enthält eine beispielhafte Bewertung der Rollentheorie und zeigt detaillierte Wege für zukünftige Forschung auf. Kapitel 3 zielt darauf ab, die große Fülle an Wissen über MRSI im Kontext externer Dienstleistungsinteraktionen mit verkörperten Servicerobotern zu synthetisieren. Durch eine systematische, interdisziplinäre Literaturanalyse identifiziert das Kapitel 199 empirische Forschungsartikel, die Erkenntnisse liefern, wie Serviceroboter erfolgreich in den Dienstleistungsprozess eingebunden werden können. Um die Fülle an Forschungsergebnissen zu ordnen, entwickelt dieses Kapitel ein neues, strukturierendes Modell (D3 framework: design, delegate, deploy). Dieses wird im Rahmen des Kapitels genutzt, um einen umfassenden Überblick über die empirische MRSI-Forschung zu geben, praktische Implikationen abzuleiten und Forschungslücken aufzuzeigen. Kapitel 4 befasst sich ebenfalls mit MRSI in externen Dienstleistungsinteraktionen, konzentriert sich aber auf das transformative Potenzial von verkörperten Servicerobotern zur Steigerung des Wohlbefindens von sozial isolierten, vulnerablen Verbrauchern (d. h. Kinder und ältere Erwachsene). Um herauszufinden, wie verschiedene Roboter das Wohlbefinden steigern können, integriert das Kapitel Erkenntnisse aus der Dienstleistungsforschung, der sozialen Robotik, der Sozialpsychologie und der Medizin. Dabei wird eine Typologie von vier transformativen Robotern in Abhängigkeit vom Zustand der sozialen Isolation des Verbrauchers, der Art des Wohlbefindens und den Fähigkeiten des Roboters entwickelt. Weiterhin wird eine detaillierte Forschungsagenda im Kontext transformativer Dienstleistungserstellung durch Roboter erarbeitet. Diese Arbeit hilft Dienstleistungsnehmern und -anbietern sowie Roboterentwicklern bei der Identifizierung und Entwicklung des am besten geeigneten Robotertyps zur Förderung des Wohlbefindens von sozial isolierten, vulnerablen Verbrauchern. Abschließend fokussiert Kapitel 5 die MRSI-Forschung im Kontext interner Dienstleistungsinteraktionen mit digitalen Servicerobotern. Auf Basis einer Literaturanalyse gepaart mit einer qualitativen Studie wird ein neues Konzept eines kollaborativen, digitalen Serviceroboters entwickelt: ein Collaborative Intelligence System (CI System), das in Zusammenarbeit mit Mitarbeitern Dienstleistungsergebnisse co-produziert. Anhand szenariobasierter Experimente wird empirisch untersucht, ob CI Systeme psychosoziale Bedürfnisse von Mitarbeitern befriedigen können und damit die mitarbeiterseitige Übernahme von Verantwortung für gemeinsam produzierte Ergebnisse gefördert wird. Die Ergebnisse decken für verschiedene Mitarbeitergruppen unterschiedliche Mechanismen auf, wie die Erfüllung von Bedürfnissen in der Dienstleistungsinteraktionen die Wirkung von CI Systemen auf die mitarbeiterseitige Übernahme von Verantwortung beeinflusst. Dienstleistungsforscher und -manager profitieren von einer Blaupause für die Gestaltung kollaborativer Dienstleistungsroboter und einem Verständnis für deren Auswirkungen auf Mitarbeitende. Insgesamt leistet diese Dissertation einen Beitrag zur Dienstleistungsforschung, indem sie neue Erkenntnisse über verschiedene Arten von MRSI liefert, das bestehende MRSI-Wissen konsolidiert, neue MRSI-Konzepte und -Theorien entwickelt bzw. weiterentwickelt und MRSI-bezogene Phänomene empirisch untersucht. Die neuen Erkenntnisse werden diskutiert und Implikationen für die Dienstleistungstheorie und -praxis abgeleitet

PROFILING - CONCEPTS AND APPLICATIONS

Profiling is an approach to put a label or a set of labels on a subject, considering the characteristics of this subject. The New Oxford American Dictionary defines profiling as: “recording and analysis of a person’s psychological and behavioral characteristics, so as to assess or predict his/her capabilities in a certain sphere or to assist in identifying a particular subgroup of people”. This research extends this definition towards things demonstrating that many methods used for profiling of people may be applied for a different type of subjects, namely things. The goal of this research concerns proposing methods for discovery of profiles of users and things with application of Data Science methods. The profiles are utilized in vertical and 2 horizontal scenarios and concern such domains as smart grid and telecommunication (vertical scenarios), and support provided both for the needs of authorization and personalization (horizontal usage).:The thesis consists of eight chapters including an introduction and a summary. First chapter describes motivation for work that was carried out for the last 8 years together with discussion on its importance both for research and business practice. The motivation for this work is much broader and emerges also from business importance of profiling and personalization. The introduction summarizes major research directions, provides research questions, goals and supplementary objectives addressed in the thesis. Research methodology is also described, showing impact of methodological aspects on the work undertaken. Chapter 2 provides introduction to the notion of profiling. The definition of profiling is introduced. Here, also a relation of a user profile to an identity is discussed. The papers included in this chapter show not only how broadly a profile may be understood, but also how a profile may be constructed considering different data sources. Profiling methods are introduced in Chapter 3. This chapter refers to the notion of a profile developed using the BFI-44 personality test and outcomes of a survey related to color preferences of people with a specific personality. Moreover, insights into profiling of relations between people are provided, with a focus on quality of a relation emerging from contacts between two entities. Chapters from 4 to 7 present different scenarios that benefit from application of profiling methods. Chapter 4 starts with introducing the notion of a public utility company that in the thesis is discussed using examples from smart grid and telecommunication. Then, in chapter 4 follows a description of research results regarding profiling for the smart grid, focusing on a profile of a prosumer and forecasting demand and production of the electric energy in the smart grid what can be influenced e.g. by weather or profiles of appliances. Chapter 5 presents application of profiling techniques in the field of telecommunication. Besides presenting profiling methods based on telecommunication data, in particular on Call Detail Records, also scenarios and issues related to privacy and trust are addressed. Chapter 6 and Chapter 7 target at horizontal applications of profiling that may be of benefit for multiple domains. Chapter 6 concerns profiling for authentication using un-typical data sources such as Call Detail Records or data from a mobile phone describing the user behavior. Besides proposing methods, also limitations are discussed. In addition, as a side research effect a methodology for evaluation of authentication methods is proposed. Chapter 7 concerns personalization and consists of two diverse parts. Firstly, behavioral profiles to change interface and behavior of the system are proposed and applied. The performance of solutions personalizing content either locally or on the server is studied. Then, profiles of customers of shopping centers are created based on paths identified using Call Detail Records. The analysis demonstrates that the data that is collected for one purpose, may significantly influence other business scenarios. Chapter 8 summarizes the research results achieved by the author of this document. It presents contribution over state of the art as well as some insights into the future work planned

Decision-Theoretic Planning for User-Adaptive Systems: Dealing With Multiple Goals and Resource Limitations

While there exists a number of user-adaptive systems that use decision-theoretic methods to make individual decisions, decision-theoretic planning has hardly been exploited in the context of useradaptive systems so far. This thesis focuses on the application of decision-theoretic planning in user-adaptive systems and demonstrates how competing goals and resource limitations of the user can be considered in such an approach. The approach is illustrated with examples from the following domains: user-adaptive assistance for operating a technical device, user-adaptive navigation recommendations in an airport scenario, and finally user-adaptive and location-aware shopping assistance. With the shopping assistant, we have analyzed usability issues of a system based on decision-theoretic planning in two user studies. We describe how hard time constraints, as they are induced, for example, by the boarding of the passenger in an airport navigation scenario, can be considered in a decision-theoretic approach. Moreover, we propose a hierarchical decision-theoretic planning approach based on goal priorization, which keeps the complexity of dealing with realistic problems tractable. Furthermore, we specify the general workflow for the development and application of Markov decision processes to be applied in user-adaptive systems, and we describe possibilities to enhance a user-adaptive system based on decision-theoretic planning by an explanation component

Accessibility of Health Data Representations for Older Adults: Challenges and Opportunities for Design

Health data of consumer off-the-shelf wearable devices is often conveyed to users through visual data representations and analyses. However, this is not always accessible to people with disabilities or older people due to low vision, cognitive impairments or literacy issues. Due to trade-offs between aesthetics predominance or information overload, real-time user feedback may not be conveyed easily from sensor devices through visual cues like graphs and texts. These difficulties may hinder critical data understanding. Additional auditory and tactile feedback can also provide immediate and accessible cues from these wearable devices, but it is necessary to understand existing data representation limitations initially. To avoid higher cognitive and visual overload, auditory and haptic cues can be designed to complement, replace or reinforce visual cues. In this paper, we outline the challenges in existing data representation and the necessary evidence to enhance the accessibility of health information from personal sensing devices used to monitor health parameters such as blood pressure, sleep, activity, heart rate and more. By creating innovative and inclusive user feedback, users will likely want to engage and interact with new devices and their own data

A Retro-Projected Robotic Head for Social Human-Robot Interaction

As people respond strongly to faces and facial features, both con- sciously and subconsciously, faces are an essential aspect of social robots. Robotic faces and heads until recently belonged to one of the following categories: virtual, mechatronic or animatronic. As an orig- inal contribution to the field of human-robot interaction, I present the R-PAF technology (Retro-Projected Animated Faces): a novel robotic head displaying a real-time, computer-rendered face, retro-projected from within the head volume onto a mask, as well as its driving soft- ware designed with openness and portability to other hybrid robotic platforms in mind. The work constitutes the first implementation of a non-planar mask suitable for social human-robot interaction, comprising key elements of social interaction such as precise gaze direction control, facial ex- pressions and blushing, and the first demonstration of an interactive video-animated facial mask mounted on a 5-axis robotic arm. The LightHead robot, a R-PAF demonstrator and experimental platform, has demonstrated robustness both in extended controlled and uncon- trolled settings. The iterative hardware and facial design, details of the three-layered software architecture and tools, the implementation of life-like facial behaviours, as well as improvements in social-emotional robotic communication are reported. Furthermore, a series of evalua- tions present the first study on human performance in reading robotic gaze and another first on user’s ethnic preference towards a robot face

Towards a Legal end Ethical Framework for Personal Care Robots. Analysis of Person Carrier, Physical Assistant and Mobile Servant Robots.

Technology is rapidly developing, and regulators and robot creators inevitably have to come to terms with new and unexpected scenarios. A thorough analysis of this new and continuosuly evolving reality could be useful to better understand the current situation and pave the way to the future creation of a legal and ethical framework. This is clearly a wide and complex goal, considering the variety of new technologies available today and those under development. Therefore, this thesis focuses on the evaluation of the impacts of personal care robots. In particular, it analyzes how roboticists adjust their creations to the existing regulatory framework for legal compliance purposes. By carrying out an impact assessment analysis, existing regulatory gaps and lack of regulatory clarity can be highlighted. These gaps should of course be considered further on by lawmakers for a future legal framework for personal care robot. This assessment should be made first against regulations. If the creators of the robot do not encounter any limitations, they can then proceed with its development. On the contrary, if there are some limitations, robot creators will either (1) adjust the robot to comply with the existing regulatory framework; (2) start a negotiation with the regulators to change the law; or (3) carry out the original plan and risk to be non-compliant. The regulator can discuss existing (or lacking) regulations with robot developers and give a legal response accordingly. In an ideal world, robots are clear of impacts and therefore threats can be responded in terms of prevention and opportunities in form of facilitation. In reality, the impacts of robots are often uncertain and less clear, especially when they are inserted in care applications. Therefore, regulators will have to address uncertain risks, ambiguous impacts and yet unkown effects