The Interplay Between Emotional Intelligence, Trust, and Gender in Human–Robot Interaction
The Interplay Between Emotional Intelligence, Trust, and Gender in Human–Robot Interaction
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人机交互中情商、信任和性别之间的相互作用
DOI：
10.1007/s12369-020-00624-1
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发表时间：
2020
影响因子：
4.7
通讯作者：
Matthias Scheutz
中科院分区：
文献类型：
--
作者：
Theresa Law;Meia Chita;Matthias Scheutz
随着机器人开始在与人类队友或同伴密切合作的角色中发挥作用，基于人们如何解读机器人的行为来理解他们如何信任机器人至关重要。在本文中，我们研究了对机器人的信任与人们对机器人情商的感知之间的相互作用。我们使用了基于短文的方法来探讨以下问题：（1）受试者是否察觉到机器人情商的差异，并且他们对机器人的信任是否受到机器人可靠性和能力差异的影响？（2）机器人的情商是否会影响它被信任的程度，反之，机器人的能力和可靠性是否会影响它被感知到的情商水平？（3）当机器人表现出不同水平的情商或不同水平的能力和可靠性时，人们对男性和女性机器人的信任是否不同，以及与情商相关的性别刻板印象期望是否会转移到信任上？；（4）关注机器人的情商是否会增加人们对机器人的信任？（5）对于不同程度的唤起的社会临场感和类人性（即当交互以不同的模态呈现，当实际听到机器人的声音时是文本还是口语对话），信任、情商和性别之间的相互作用是否相同？我们发现对机器人的信任受到机器人情商水平的影响（p <.001），并且与情商相关的性别刻板印象期望转移到了信任上（p = \documentclass[12pt]{minimal} \usepackage{amsmath} \usepackage{wasysym} \usepackage{amsfonts} \usepackage{amssymb} \usepackage{amsbsy} \usepackage{mathrsfs} \usepackage{upgreek} \setlength{\oddsidemargin}{-69pt} \begin{document}$$=$$\end{document}.006），但是当仅操纵能力和可靠性（机器人的可信度）而不操纵机器人的情商时，性别对信任的影响消失了（p =.103）。令人惊讶的是，我们发现当交互以文本形式呈现时，人们更信任机器人（p = \documentclass[12pt]{minimal} \usepackage{amsmath} \usepackage{wasysym} \usepackage{amsfonts} \usepackage{amssymb} \usepackage{amsbsy} \usepackage{mathrsfs} \usepackage{upgreek} \setlength{\oddsidemargin}{-69pt} \begin{document}$$=$$\end{document}.024），这与我们的假设相悖，我们的假设是口语对话会唤起更多的社会临场感，从而增强情商感知并灌输更多的信任。我们认为这种效应可能是由于人们对更具表现力和更像人类的声音的期望。最后，我们还发现，当人们在回答信任问卷之前先回答情商问卷，从而被要求注意并思考机器人的情商时，他们对机器人的信任评级更高（p =.022）。我们讨论了我们的研究结果对机器人设计和人机交互研究的影响。
As robots begin to enter roles in which they work closely with human teammates or peers, it is critical to understand how people trust them based on how they interpret the robot’s behavior. In this paper we investigated the interplay between trust in a robot and people’s perceptions of the robot’s emotional intelligence. We used a vignette-based method to explore the following questions: (1) Do subjects perceive differences in robot EI, and is their trust in the robot influenced by differences in the robot’s reliability and capability? (2) Does a robot’s EI influence how much it is trusted and conversely does a robot’s capability and reliability influence how emotionally intelligent it is perceived to be? (3) Do people trust male and female robots differently when the robots exhibit different levels of EI or different levels of capability and reliability, and do gender stereotypical expectations related to EI transfer to trust?; (4) Does focusing on the robot’s EI increase one’s trust in the robot? (5) Is the interplay between trust, EI and gender the same for different levels of evoked social presence and human-likeness (i.e., when the interaction is presented in different modalities, text or spoken dialogue when the robot’s voice is actually heard)? We found that trust in the robot was influenced by the level of the robot’s EI (p < .001) and that gender stereotypical expectations related to EI were transferred to trust (p =\documentclass[12pt]{minimal} \usepackage{amsmath} \usepackage{wasysym} \usepackage{amsfonts} \usepackage{amssymb} \usepackage{amsbsy} \usepackage{mathrsfs} \usepackage{upgreek} \setlength{\oddsidemargin}{-69pt} \begin{document}$$=$$\end{document} .006), but gender effects on trust disappeared when only capability and reliability (robot’s trustworthiness) were manipulated but not the robot’s EI (p = .103). Surprisingly, we found that people trusted the robot more when the interaction was presented in text format (p =\documentclass[12pt]{minimal} \usepackage{amsmath} \usepackage{wasysym} \usepackage{amsfonts} \usepackage{amssymb} \usepackage{amsbsy} \usepackage{mathrsfs} \usepackage{upgreek} \setlength{\oddsidemargin}{-69pt} \begin{document}$$=$$\end{document} .024), going against our hypothesis that spoken dialogue would evoke more social presence and thus bolster EI perception and instill more trust. We suggest that this effect might be due to people’s expectations of a more expressive and human-like voice. Finally, we also found that people’s trust ratings in the robot were higher when they were made to notice and think about the robot’s EI, by answering EI questionnaires prior to trust questionnaires (p = .022). We discuss the implications of our findings for robot design and HRI research.