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Area of Science:

  • Human-Robot Interaction
  • Service Robotics
  • Artificial Intelligence Ethics

Background:

  • Service robots are increasingly common, but mistakes are inevitable.
  • Effective apology strategies are crucial for maintaining user acceptance of service robots.
  • Prior research indicates that costly apologies are perceived as more sincere.

Purpose of the Study:

  • To investigate the impact of multiple robots apologizing on user perception.
  • To determine if the number of apologizing robots influences forgiveness, trust, and usage intentions.
  • To explore the effect of a sub-robot's role (apologizing, task-related, or both) during a joint apology.

Main Methods:

  • Two web surveys were conducted with a total of 600 participants.
  • Experiment 1 compared user impressions of apologies from one robot versus two robots.
  • Experiment 2 examined different roles for the sub-robot in a two-robot apology scenario.

Main Results:

  • Apologies from two robots were significantly preferred over single-robot apologies, enhancing forgiveness, reducing negative word-of-mouth, and increasing trust and usage intention.
  • A sub-robot performing both apology and task-related actions (e.g., cleanup) was most preferred.
  • Participants viewed the two-robot apology more favorably regarding forgiveness and perceived reliability/competence.

Conclusions:

  • Employing multiple service robots for apologies can significantly improve user acceptance and trust.
  • The specific roles of robots in a joint apology influence user perception, with combined apology and task-assistance being most effective.
  • This research offers valuable insights for designing more effective and acceptable apology strategies in service robot applications.