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Cited by 61Social Robot Interaction and HRISpeech and dialogue systemsAI in Service Interactions

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Getting to Know Each Other: The Role of Social Dialogue in Recovery from Errors in Social Robots

Lucas, Gale M., Boberg, Jill, Traum, David, Artstein, Ron, Gratch, Jonathan, Gainer, Alesia, Johnson, Emmanuel, Leuski, Anton, Nakano, Mikio·2018·Proceedings of the 2018 ACM/IEEE International Conference on Human-Robot Interaction
DOI 10.1145/3171221.3171258
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Abstract

This work explores the extent to which social dialogue can mitigate (or exacerbate) the loss of trust caused when robots make conversational errors. Our study uses a NAO robot programmed to persuade users to agree with its rankings on two tasks. We perform two manipulations: (1) The timing of conversational errors - the robot exhibited errors either in the first task, the second task, or neither; (2) The presence of social dialogue - between the two tasks, users either engaged in a social dialogue with the robot or completed a control task. We found that the timing of the errors matters: replicating previous research, conversational errors reduce the robot's influence in the second task, but not on the first task. Social dialogue interacts with the timing of errors, acting as an intensifier: social dialogue helps the robot recover from prior errors, and actually boosts subsequent influence; but social dialogue backfires if it is followed by errors, because it extends the period of good performance, creating a stronger contrast effect with the subsequent errors. The design of social robots should therefore be more careful to avoid errors after periods of good performance than early on in a dialogue.

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Metadata

Authors
Lucas, G. M., Boberg, J., Traum, D., Artstein, R., Gratch, J., Gainer, A., Johnson, E., Leuski, A., & Nakano, M.
Affiliations
  • University of Southern California (US)
  • Honda (Japan) (JP)
ORCID
Venue
Proceedings of the 2018 ACM/IEEE International Conference on Human-Robot Interaction
Publisher
ACM
Published
2018-02-26
Pages
344-351
DOI
10.1145/3171221.3171258
OpenAlex
W2792019071
Cited by
61
References
5
Citations by year
2026: 2 · 2025: 8 · 2024: 6 · 2023: 8 · 2022: 11 · 2021: 9 · 2020: 10 · 2019: 5 · 2018: 2
FWCI
9.54
Type
conference paper
Language
en
Open access
closed
Licence
www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations
ACM/IEEE International Conference on Human-Robot Interaction (HRI) (publishedVersion)
Topics
  • Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
  • Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords
social robots, persuasion, trust, social dialogue, contrast effects, NAO robot, human-robot interaction, error recovery

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