Effortless Polite Telepresence using Intention Recognition
Bibliographic Data
| ID | 22190878 |
|---|---|
| Authors | Morteza Daneshmand (0000-0003-2122-2051, Kyoto University), Jani Even (0000-0003-0743-5384, Kyoto University), Takayuki Kanda (0000-0002-9546-5825, Kyoto University) |
| Year | 2024 |
| Volume | 13 |
| Issue | 1 |
| Pages | 1-19 |
| Publication date | 2024-03-31 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | ACM Transactions on Human-Robot Interaction (JOURNAL) |
| Journal identifiers | ISSN: 2573-9522 • E-ISSN: 2573-9522 |
| Publisher | Association for Computing Machinery (ACM) (PUBLISHER) |
| DOI | 10.1145/3636433 |
| OpenAlex | W4389675151 |
| Language | EN |
| Citations received | 2 |
| References cited | 38 |
Telepresence technology creates the opportunity for people that were traditionally left out of the workforce to work remotely. In the service industry, a pool of novice remote workers could teleoperate robots to perform short work stints to fill in the gaps left by the dwindling workforce. A hurdle is that consistently talking appropriately and politely imposes a severe mental burden on such novice operators and the quality of the service may suffer. In this study, we propose a teleoperation support system that lets novice remote workers talk freely without considering appropriateness and politeness while maintaining the quality of the service. The proposed system exploits intent recognition to transform casual utterances into predefined appropriate and polite utterances. We conducted a within-subject user study where 23 participants played the role of novice remote operators controlling a guardsman robot in charge of monitoring customers’ behaviors. We measured the workload with and without using the proposed support system using NASA task load index questionnaires. The workload was significantly lower ( p M = 46.07, SD = 14.36) than when not using it ( M = 62.74, SD = 12.70). The effect size was large (Cohen’s d = 1.23)
Business · Casual · Human–computer interaction · Multimedia · Politeness · Robot · Teleoperation · Workforce · Workload · AI in Service Interactions · Computer Science · Engineering · Human-Automation Interaction and Safety · Social Robot Interaction and HRI · Artificial Intelligence
Human–Robot Interaction
Politeness in Language
Artificial intelligence service recovery
Tools or peers? Impacts of anthropomorphism level and social role on emotional attachment and disclosure tendency towards intelligent agents
Easy Interface and Control of Tele-education Robots
Demographic change as a driver for tourism automation
Attitudes of hotel customers towards the use of service robots in hospitality service encounters
Robomorphism
What do Older Adults Want from Social Robots? A Qualitative Research Approach to Human-Robot Interaction (HRI) Studies
Universal politeness theory
| Unique citing works | 2 |
|---|---|
| Citations per year | 2 |
| Citation span | 2026 - 2026 (1) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 2 |