Service Robots in a Bakery Shop: A Field Study
Service Robots in a Bakery Shop: A Field Study
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面包店的服务机器人：实地研究
DOI：
10.1109/iros47612.2022.9981439
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发表时间：
2022
期刊：
影响因子：
--
通讯作者：
H. Ishiguro
中科院分区：
文献类型：
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作者：
Sichao Song;Jun Baba;Junya Nakanishi;Y. Yoshikawa;H. Ishiguro
在本文中，我们报告了一项实地研究，在该研究中，我们在一家面包店雇佣了两个服务机器人作为促销活动。之前的研究已经探索了服务机器人的公共应用，比如商场。然而，需要更多的证据来证明服务机器人可以促进实体店的销售。此外，顾客和服务机器人在促销活动中的行为还没有得到很好的研究。因此，机器人行为的类型可以被认为是有效的，客户对这些机器人的反应仍然不清楚。为了解决这些问题，我们在一家面包店安装了两个遥控服务机器人近两周，一个在入口处作为迎宾员，另一个在店内推荐产品。结果显示，在使用机器人的日子里，销售额急剧增长。此外，我们还对机器人和顾客行为的视频记录进行了注释。我们发现，尽管放置在入口处的机器人成功地吸引了路人的兴趣，但参观商店的顾客数量并没有明显增加。然而，我们确认，在店内操作的机器人的建议确实产生了积极的影响。我们详细讨论了我们的发现，并为未来的研究和应用提供了理论和实践建议。
In this paper, we report on a field study in which we employed two service robots in a bakery store as a sales promotion. Previous studies have explored public applications of service robots public such as shopping malls. However, more evidence is needed that service robots can contribute to sales in real stores. Moreover, the behaviors of customers and service robots in the context of sales promotions have not been examined well. Hence, the types of robot behavior that can be considered effective and the customers' responses to these robots remain unclear. To address these issues, we installed two tele-operated service robots in a bakery store for nearly 2 weeks, one at the entrance as a greeter and the other one inside the store to recommend products. The results show a dramatic increase in sales during the days when the robots were applied. Furthermore, we annotated the video recordings of both the robots' and customers' behavior. We found that although the robot placed at the entrance successfully attracted the interest of the passersby, no apparent increase in the number of customers visiting the store was observed. However, we confirmed that the recommendations of the robot operating inside the store did have a positive impact. We discuss our findings in detail and provide both theoretical and practical recommendations for future research and applications.