The Robot That Showed Remorse: Repairing Trust with a Genuine Apology

Babiche L. Pompe; Ella Velner; Khiet Phuong Truong

doi:10.1109/RO-MAN53752.2022.9900860

The Robot That Showed Remorse: Repairing Trust with a Genuine Apology

Babiche L. Pompe, Ella Velner, Khiet Phuong Truong

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

6 Citations (Scopus)

173 Downloads (Pure)

Abstract

In the current state-of-the-art, robots are bound to make errors in a human-robot interaction (HRI). Trust is one of the important concepts in HRI that is often lowered by these errors. Fortunately, research has shown there are strategies that can help rebuild trust. An apology made by the robot is one of those strategies. However, apologies can take different forms. We designed a study in which Nao first built trust with the users, then violated that trust by making a speech recognition error, and then tried to restore it by either an apology with display of remorse, without remorse, or no apology at all. The results showed expected trends; an apology with remorse in most cases rebuilt trust the strongest. Although the effect of the type of apology on the trusting beliefs were not significant, the effect on the trusting behaviours was found to be just significant. Suggestions for future research include repeating the study without its current limitations (small sample size, offline) and investigating the accuracy of the portrayed remorse by the robot.

Original language	English
Title of host publication	Proceedings of the 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)
Subtitle of host publication	Social, Asocial, and Antisocial Robots
Publisher	IEEE
Pages	260-265
Number of pages	6
ISBN (Electronic)	978-1-7281-8859-1
DOIs	https://doi.org/10.1109/RO-MAN53752.2022.9900860
Publication status	Published - 30 Sept 2022
Event	31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN) - Napoli, Italy, Naples, Italy Duration: 29 Aug 2022 → 2 Sept 2022 http://www.smile.unina.it/ro-man2022/

Conference

Conference	31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)
Abbreviated title	RO-MAN
Country/Territory	Italy
City	Naples
Period	29/08/22 → 2/09/22
Internet address	http://www.smile.unina.it/ro-man2022/

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10.1109/RO-MAN53752.2022.9900860

The_Robot_That_Showed_Remorse_Repairing_Trust_with_a_Genuine_ApologyFinal published version, 2.3 MBLicence: Taverne

Cite this

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title = "The Robot That Showed Remorse: Repairing Trust with a Genuine Apology",

abstract = "In the current state-of-the-art, robots are bound to make errors in a human-robot interaction (HRI). Trust is one of the important concepts in HRI that is often lowered by these errors. Fortunately, research has shown there are strategies that can help rebuild trust. An apology made by the robot is one of those strategies. However, apologies can take different forms. We designed a study in which Nao first built trust with the users, then violated that trust by making a speech recognition error, and then tried to restore it by either an apology with display of remorse, without remorse, or no apology at all. The results showed expected trends; an apology with remorse in most cases rebuilt trust the strongest. Although the effect of the type of apology on the trusting beliefs were not significant, the effect on the trusting behaviours was found to be just significant. Suggestions for future research include repeating the study without its current limitations (small sample size, offline) and investigating the accuracy of the portrayed remorse by the robot.",

author = "Pompe, {Babiche L.} and Ella Velner and Truong, {Khiet Phuong}",

year = "2022",

month = sep,

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doi = "10.1109/RO-MAN53752.2022.9900860",

language = "English",

pages = "260--265",

booktitle = "Proceedings of the 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)",

publisher = "IEEE",

address = "United States",

note = "31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN), RO-MAN ; Conference date: 29-08-2022 Through 02-09-2022",

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}

Pompe, BL, Velner, E & Truong, KP 2022, The Robot That Showed Remorse: Repairing Trust with a Genuine Apology. in Proceedings of the 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN): Social, Asocial, and Antisocial Robots. IEEE, pp. 260-265, 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN), Naples, Italy, 29/08/22. https://doi.org/10.1109/RO-MAN53752.2022.9900860

The Robot That Showed Remorse: Repairing Trust with a Genuine Apology. / Pompe, Babiche L.; Velner, Ella; Truong, Khiet Phuong.
Proceedings of the 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN): Social, Asocial, and Antisocial Robots. IEEE, 2022. p. 260-265.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

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T1 - The Robot That Showed Remorse

T2 - 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)

AU - Pompe, Babiche L.

AU - Velner, Ella

AU - Truong, Khiet Phuong

PY - 2022/9/30

Y1 - 2022/9/30

N2 - In the current state-of-the-art, robots are bound to make errors in a human-robot interaction (HRI). Trust is one of the important concepts in HRI that is often lowered by these errors. Fortunately, research has shown there are strategies that can help rebuild trust. An apology made by the robot is one of those strategies. However, apologies can take different forms. We designed a study in which Nao first built trust with the users, then violated that trust by making a speech recognition error, and then tried to restore it by either an apology with display of remorse, without remorse, or no apology at all. The results showed expected trends; an apology with remorse in most cases rebuilt trust the strongest. Although the effect of the type of apology on the trusting beliefs were not significant, the effect on the trusting behaviours was found to be just significant. Suggestions for future research include repeating the study without its current limitations (small sample size, offline) and investigating the accuracy of the portrayed remorse by the robot.

AB - In the current state-of-the-art, robots are bound to make errors in a human-robot interaction (HRI). Trust is one of the important concepts in HRI that is often lowered by these errors. Fortunately, research has shown there are strategies that can help rebuild trust. An apology made by the robot is one of those strategies. However, apologies can take different forms. We designed a study in which Nao first built trust with the users, then violated that trust by making a speech recognition error, and then tried to restore it by either an apology with display of remorse, without remorse, or no apology at all. The results showed expected trends; an apology with remorse in most cases rebuilt trust the strongest. Although the effect of the type of apology on the trusting beliefs were not significant, the effect on the trusting behaviours was found to be just significant. Suggestions for future research include repeating the study without its current limitations (small sample size, offline) and investigating the accuracy of the portrayed remorse by the robot.

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The Robot That Showed Remorse: Repairing Trust with a Genuine Apology

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