Investigation of different communication strategies for a delivery robot: the positive effects of humanlike communication styles *

Abstract

This paper addresses how robots should communicate with humans so that the interaction is successful and satisfying for the user. Specifically, within the present study, nine different communication strategies were examined for a service robot that provides transportation of goods by semi-automated following. The communication style (humanlike friendly, humanlike professional, machinelike) and modality (auditive male, auditive female, visual) of communication was varied and their influence on system evaluation regarding competence, warmth, discomfort, embodiment and preferences were investigated in an online study. The results of the study indicate that a humanlike communication is rated more competent, warmer, less discomforting, and is generally preferred. With regard to gender, no clear preferences or differences in evaluation were found. In terms of modality, a combination of auditive and visual interaction was favored. It should be noted that the data were collected online and verification of the results in situ is essential. Nevertheless, the results of this study provide intriguing implications on how to target HRI for the service robot examined.