research-article

Gracefully mitigating breakdowns in robotic services

Authors:

Siddhartha Srinivasa,

Paul RybskiAuthors Info & Claims

HRI '10: Proceedings of the 5th ACM/IEEE international conference on Human-robot interaction

Pages 203 - 210

Published: 02 March 2010 Publication History

Abstract

Robots that operate in the real world will make mistakes. Thus, those who design and build systems will need to understand how best to provide ways for robots to mitigate those mistakes. Building on diverse research literatures, we consider how to mitigate breakdowns in services provided by robots. Expectancy-setting strategies forewarn people of a robot's limitations so people will expect mistakes. Recovery strategies, including apologies, compensation, and options for the user, aim to reduce the negative consequence of breakdowns. We tested these strategies in an online scenario study with 317 participants. A breakdown in robotic service had severe impact on evaluations of the service and the robot, but forewarning and recovery strategies reduced the negative impact of the breakdown. People's orientation toward services influenced which recovery strategy worked best. Those with a relational orientation responded best to an apology; those with a utilitarian orientation responded best to compensation. We discuss robotic service design to mitigate service problems.

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Cited By

Ren YClement J(2024)Augmenting Human Teams with Robots in Knowledge Work Settings: Insights from the LiteratureACM Transactions on Human-Robot Interaction10.1145/364988413:2(1-34)Online publication date: 14-Jun-2024
https://dl.acm.org/doi/10.1145/3649884
Bernard NBalog K(2024)Identifying Breakdowns in Conversational Recommender Systems using User SimulationProceedings of the 6th ACM Conference on Conversational User Interfaces10.1145/3640794.3665539(1-10)Online publication date: 8-Jul-2024
https://dl.acm.org/doi/10.1145/3640794.3665539
Cila NGonzález González IJacobs JRozendaal MGrollman DBroadbent EJu WSoh HWilliams T(2024)Bridging HRI Theory and Practice: Design Guidelines for Robot Communication in Dairy FarmingProceedings of the 2024 ACM/IEEE International Conference on Human-Robot Interaction10.1145/3610977.3634991(137-146)Online publication date: 11-Mar-2024
https://dl.acm.org/doi/10.1145/3610977.3634991
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Index Terms

Gracefully mitigating breakdowns in robotic services
1. Human-centered computing
  1. Human computer interaction (HCI)

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Information

Published In

cover image ACM Conferences

HRI '10: Proceedings of the 5th ACM/IEEE international conference on Human-robot interaction

March 2010

400 pages

ISBN:9781424448937

General Chairs:
Pamela Hinds
Stanford University, USA
,
Hiroshi Ishiguro
Osaka University, Japan
,
Program Chairs:
Takayuki Kanda
ATR, Japan
,
Peter Kahn
University of Washington, USA

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IEEE Press

Publication History

Published: 02 March 2010

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HRI 10

Sponsor:

HRI 10: International Conference on Human Robot Interaction

March 2 - 5, 2010

Osaka, Japan

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HRI '10 Paper Acceptance Rate 26 of 124 submissions, 21%;

Overall Acceptance Rate 268 of 1,124 submissions, 24%

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Cited By

Ren YClement J(2024)Augmenting Human Teams with Robots in Knowledge Work Settings: Insights from the LiteratureACM Transactions on Human-Robot Interaction10.1145/364988413:2(1-34)Online publication date: 14-Jun-2024
https://dl.acm.org/doi/10.1145/3649884
Bernard NBalog K(2024)Identifying Breakdowns in Conversational Recommender Systems using User SimulationProceedings of the 6th ACM Conference on Conversational User Interfaces10.1145/3640794.3665539(1-10)Online publication date: 8-Jul-2024
https://dl.acm.org/doi/10.1145/3640794.3665539
Cila NGonzález González IJacobs JRozendaal MGrollman DBroadbent EJu WSoh HWilliams T(2024)Bridging HRI Theory and Practice: Design Guidelines for Robot Communication in Dairy FarmingProceedings of the 2024 ACM/IEEE International Conference on Human-Robot Interaction10.1145/3610977.3634991(137-146)Online publication date: 11-Mar-2024
https://dl.acm.org/doi/10.1145/3610977.3634991
Dennler NRuan CHadiwijoyo JChen BNikolaidis SMatarić M(2023)Design Metaphors for Understanding User Expectations of Socially Interactive Robot EmbodimentsACM Transactions on Human-Robot Interaction10.1145/355048912:2(1-41)Online publication date: 14-Apr-2023
https://dl.acm.org/doi/10.1145/3550489
Foosherian MKernan Freire SNiforatos EHribernik KThoben K(2022)Break, Repair, Learn, Break Less: Investigating User Preferences for Assignment of Divergent Phrasing Learning Burden in Human-Agent Interaction to Minimize Conversational BreakdownsProceedings of the 21st International Conference on Mobile and Ubiquitous Multimedia10.1145/3568444.3568454(151-158)Online publication date: 27-Nov-2022
https://dl.acm.org/doi/10.1145/3568444.3568454
Cheon ESchneiders EDiekjobst KSkov M(2022)Robots as a Place for SocializingProceedings of the ACM on Human-Computer Interaction10.1145/35555586:CSCW2(1-26)Online publication date: 11-Nov-2022
https://dl.acm.org/doi/10.1145/3555558
Nielsen SSkov MHansen KKaszowska A(2022)Using User-Generated YouTube Videos to Understand Unguided Interactions with Robots in Public PlacesACM Transactions on Human-Robot Interaction10.1145/355028012:1(1-40)Online publication date: 1-Aug-2022
https://dl.acm.org/doi/10.1145/3550280
Kassem KUngerböck TWintersberger PMichahelles F(2022)What Is Happening Behind The Wall?Proceedings of the ACM on Human-Computer Interaction10.1145/35467316:MHCI(1-19)Online publication date: 20-Sep-2022
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Liu CZhou SZhang YLiu DPeng ZMa X(2022)Exploring the Effects of Self-Mockery to Improve Task-Oriented Chatbot’s Social IntelligenceProceedings of the 2022 ACM Designing Interactive Systems Conference10.1145/3532106.3533461(1315-1329)Online publication date: 13-Jun-2022
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Lee JYap CRoto V(2022)How HCI Adopts Service DesignProceedings of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491102.3502128(1-14)Online publication date: 29-Apr-2022
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