Cited by 121Social Robot Interaction and HRIHuman-Automation Interaction and SafetyAI in Service Interactions

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Timing Is Key for Robot Trust Repair

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Robinette, Paul, Howard, Ayanna M., Wagner, Alan R.·2015·Lecture Notes in Computer Science

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Abstract

Even the best robots will eventually make a mistake while performing their tasks. In our past experiments, we have found that even one mistake can cause a large loss in trust by human users. In this paper, we evaluate the effects of a robot apologizing for its mistake, promising to do better in the future, and providing additional reasons to trust it in a simulated office evacuation conducted in a virtual environment. In tests with 319 participants, we find that each of these techniques can be successful at repairing trust if they are used when the robot asks the human to trust it again, but are not successful when used immediately after the mistake. The implications of these results are discussed. These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Authors: Robinette, P., Howard, A. M., & Wagner, A. R.
Affiliations: Georgia Institute of Technology (US)
Georgia Tech Research Institute (US)
Corresponding author: Robinette, Paul
ORCID: Robinette, Paul
Howard, Ayanna M.
Wagner, Alan R.
Venue: Lecture Notes in Computer Science
Publisher: Springer International Publishing
Published: 2015
Pages: 574-583
ISSN: 0302-9743 (ISSN-L)
1611-3349
DOI: 10.1007/978-3-319-25554-5_57
OpenAlex: W2398251251
Cited by: 121
References: 17
Citations by year: 2026: 2 · 2025: 17 · 2024: 14 · 2023: 19 · 2022: 15 · 2021: 16 · 2020: 15 · 2019: 9 · 2018: 7 · 2017: 6 · 2016: 1
FWCI: 8.21
Type: conference paper
Language: en
Open access: hybrid
doi.org
Licence: cc-by-nc
www.springer.com/tdm (unspecified)
Locations: Lecture notes in computer science (publishedVersion, cc-by-nc)
Topics: Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Social Sciences › Human Factors and Ergonomics › Human-Automation Interaction and Safety
Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords: trust in robots, trust repair, human-robot interaction, virtual worlds

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Timing Is Key for Robot Trust Repair

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