Humanoid Social Robots and the Reconfiguration of Customer Service

Gabriella  Volpe; Matthias Schulte-Althoff; David  Dillmann; Emmanuelle  Maurer; Yannic Niedenzu; Philipp  Schließer; Daniel Fürstenau

doi:10.1007/978-3-030-64697-4_23

Humanoid Social Robots and the Reconfiguration of Customer Service

Gabriella Volpe, Matthias Schulte-Althoff, David Dillmann, Emmanuelle Maurer, Yannic Niedenzu, Philipp Schließer, Daniel Fürstenau^*

^*Corresponding author af dette arbejde

Institut for Digitalisering

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

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Abstract

This paper reports on several studies in the context of implementing the humanoid social robot Pepper in a financial institution. The results show that the robot can affect the boundary relations between the roles of customer and service worker differently from common-sense expectations. While employees initially feared to be automated away by the robot, the results suggest that the relationship is more likely to change through an emotional bonding to the robot being projected to the company deploying it. Therefore, the robot might, at least partially, assume the role of the service worker as an ambassador of the company, which could recede more into the background in this regard. We discuss the implications of our findings in the context of current literature on the changing boundary relations through robot innovations.

Originalsprog	Engelsk
Titel	The Future of Digital Work: The Challenge of Inequality : IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings
Redaktører	Rajendra K. Bandi, Ranjini C. R., Stefan Klein, Shirin Madon, Eric Monteiro
Antal sider	16
Udgivelsessted	Cham
Forlag	Springer
Publikationsdato	2020
Sider	310-325
Artikelnummer	252779
ISBN (Trykt)	9783030646967
ISBN (Elektronisk)	9783030646974
DOI	https://doi.org/10.1007/978-3-030-64697-4_23
Status	Udgivet - 2020
Begivenhed	IFIP WG 8.6 Joint Working Conference 2020 - Online/Zoom - managed by University of Oslo Computing Centre Varighed: 10 dec. 2020 → 11 dec. 2020 https://ifipwg82.org/node/1370

Konference

Konference	IFIP WG 8.6 Joint Working Conference 2020
Lokation	Online/Zoom - managed by University of Oslo Computing Centre
Periode	10/12/2020 → 11/12/2020
Internetadresse	https://ifipwg82.org/node/1370

Navn	IFIP Advances in Information and Communication Technology
Vol/bind	601
ISSN	1868-4238

Emneord

Humanoid robots
Actor-network theory
Emotions
Intelligence
Anthropomorphism
Attachment
Boundary relations

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Citationsformater

Volpe, G., Schulte-Althoff, M., Dillmann, D., Maurer, E., Niedenzu, Y., Schließer, P., & Fürstenau, D. (2020). Humanoid Social Robots and the Reconfiguration of Customer Service. I R. K. Bandi, R. C. R., S. Klein, S. Madon, & E. Monteiro (red.), The Future of Digital Work: The Challenge of Inequality: IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings (s. 310-325). Artikel 252779 Springer. https://doi.org/10.1007/978-3-030-64697-4_23

Volpe, Gabriella ; Schulte-Althoff, Matthias ; Dillmann, David et al. / Humanoid Social Robots and the Reconfiguration of Customer Service. The Future of Digital Work: The Challenge of Inequality: IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings. red. / Rajendra K. Bandi ; Ranjini C. R. ; Stefan Klein ; Shirin Madon ; Eric Monteiro. Cham : Springer, 2020. s. 310-325 (IFIP Advances in Information and Communication Technology, Bind 601).

@inproceedings{df60ba2a6bf0458aa9adaaaea99515b0,

title = "Humanoid Social Robots and the Reconfiguration of Customer Service",

abstract = "This paper reports on several studies in the context of implementing the humanoid social robot Pepper in a financial institution. The results show that the robot can affect the boundary relations between the roles of customer and service worker differently from common-sense expectations. While employees initially feared to be automated away by the robot, the results suggest that the relationship is more likely to change through an emotional bonding to the robot being projected to the company deploying it. Therefore, the robot might, at least partially, assume the role of the service worker as an ambassador of the company, which could recede more into the background in this regard. We discuss the implications of our findings in the context of current literature on the changing boundary relations through robot innovations.",

keywords = "Humanoid robots, Actor-network theory, Emotions, Intelligence, Anthropomorphism, Attachment, Boundary relations, Humanoid robots, Actor-network theory, Emotions, Intelligence, Anthropomorphism, Attachment, Boundary relations",

author = "Gabriella Volpe and Matthias Schulte-Althoff and David Dillmann and Emmanuelle Maurer and Yannic Niedenzu and Philipp Schlie{\ss}er and Daniel F{\"u}rstenau",

year = "2020",

doi = "10.1007/978-3-030-64697-4_23",

language = "English",

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series = "IFIP Advances in Information and Communication Technology",

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booktitle = "The Future of Digital Work: The Challenge of Inequality",

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note = "IFIP Joint Working Conference 2020 ; Conference date: 10-12-2020 Through 11-12-2020",

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Volpe, G, Schulte-Althoff, M, Dillmann, D, Maurer, E, Niedenzu, Y, Schließer, P & Fürstenau, D 2020, Humanoid Social Robots and the Reconfiguration of Customer Service. i RK Bandi, R C. R., S Klein, S Madon & E Monteiro (red), The Future of Digital Work: The Challenge of Inequality: IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings., 252779, Springer, Cham, IFIP Advances in Information and Communication Technology, bind 601, s. 310-325, IFIP WG 8.6 Joint Working Conference 2020, 10/12/2020. https://doi.org/10.1007/978-3-030-64697-4_23

Humanoid Social Robots and the Reconfiguration of Customer Service. / Volpe, Gabriella ; Schulte-Althoff, Matthias; Dillmann, David et al.
The Future of Digital Work: The Challenge of Inequality: IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings. red. / Rajendra K. Bandi; Ranjini C. R.; Stefan Klein; Shirin Madon; Eric Monteiro. Cham: Springer, 2020. s. 310-325 252779 (IFIP Advances in Information and Communication Technology, Bind 601).

Publikation: Bidrag til bog/antologi/rapport › Konferencebidrag i proceedings › Forskning › peer review

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AU - Volpe, Gabriella

AU - Schulte-Althoff, Matthias

AU - Dillmann, David

AU - Maurer, Emmanuelle

AU - Niedenzu, Yannic

AU - Schließer, Philipp

AU - Fürstenau, Daniel

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N2 - This paper reports on several studies in the context of implementing the humanoid social robot Pepper in a financial institution. The results show that the robot can affect the boundary relations between the roles of customer and service worker differently from common-sense expectations. While employees initially feared to be automated away by the robot, the results suggest that the relationship is more likely to change through an emotional bonding to the robot being projected to the company deploying it. Therefore, the robot might, at least partially, assume the role of the service worker as an ambassador of the company, which could recede more into the background in this regard. We discuss the implications of our findings in the context of current literature on the changing boundary relations through robot innovations.

AB - This paper reports on several studies in the context of implementing the humanoid social robot Pepper in a financial institution. The results show that the robot can affect the boundary relations between the roles of customer and service worker differently from common-sense expectations. While employees initially feared to be automated away by the robot, the results suggest that the relationship is more likely to change through an emotional bonding to the robot being projected to the company deploying it. Therefore, the robot might, at least partially, assume the role of the service worker as an ambassador of the company, which could recede more into the background in this regard. We discuss the implications of our findings in the context of current literature on the changing boundary relations through robot innovations.

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KW - Anthropomorphism

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T3 - IFIP Advances in Information and Communication Technology

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Volpe G, Schulte-Althoff M, Dillmann D, Maurer E, Niedenzu Y, Schließer P et al. Humanoid Social Robots and the Reconfiguration of Customer Service. I Bandi RK, C. R. R, Klein S, Madon S, Monteiro E, red., The Future of Digital Work: The Challenge of Inequality: IFIP WG 8.2, 9.1, 9.4 Joint Working Conference, IFIPJWC 2020 Hyderabad, India, December 10–11, 2020. Proceedings. Cham: Springer. 2020. s. 310-325. 252779. (IFIP Advances in Information and Communication Technology, Bind 601). doi: 10.1007/978-3-030-64697-4_23