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How robots can improve the customer experience? Avatar: Remote control 360°
7th December 2018
Dr. Reza Etemad-SajadiAssociate Professor
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Some information about our research
• Research team: EHL, HEIGVD
• Company partner: Avatarion
• Fund obtained from CTI (Now called “Innosuisse”)
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Research objective
The objective of this study is to improve the customer experience by focusing on the impact of avatar concierge solution (controlled and moved by a human agent over distance)
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Alive and Avatar modes
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Alive Mode (Added-value with IBM Watson)
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Avatar Mode
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Dimensions measured
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Methodology
• A survey with users having interacted with the robot concierge
• N = 200 (targeted)
• PLS (partial least squares) for the analysis
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Draft of our results
5.59
5.38
5.99
5.14
5.45
5.1
5.35 5.37
5.85
5.47
3.69
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3.5
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4.5
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5.5
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6.5
DESCRIPTIVE STATISTICS
N = 62Min 1, Max 7
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Draft of our results (continued)
5.12
4.78 4.68 4.634.83 4.84
3.24
65.84
5.44 5.465.72 5.66
4.03
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Ease of use Usefulness Social Presence Reliability Responsiveness Empathy Scare of robots
Gender difference
Males Females
Max
Min
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Some examples of robots
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Henn na Hotel in JapanWorld’s first robot-staffed hotel
• Multi lingual robots at front desk
• Robotic arm locker service
• Porter robot transporting luggage
• Facial recognition software to open doors
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Robot BartendersBionic Bar on the Royal Carribean’s cruiseship
• A pair of robots that can stir, shake and strain all types of cocktails
• Guests can select on a tablet predefineddrink recipes or create their ownbeverage
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Porter Robots
«Leo» (Genève Aéroport and SITA Lab)Autonomous self-propelling luggagerobot.
«Travelmate» suitcase: follows itsowner autonomously.
Uses collision detectiontechnology and 360° turningcapabilities
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Concierge robots
• Hilton: Connie • Marriott: Mario
• Support employee tasks• Communicate with guests using AI• Answer to questions about hotel’s facilities and provide suggestions about activities
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Wynn Las Vegas: Amazon Echo Control everything in the room with yourvoice
Device custom-built for hotel: • Lights• Temperature• Curtains• Television• Set «do not disturb» for
housekeeping• Get information like weather
or news
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Security robots in airports
• 1,5 m, 180 kg robot that patrols the terminal
– Uses four cameras, microphones and sensors.
• To assist human security staff:
– Detects concealed weapons or hidden items forbidden on flights
– Does live announcements like alerts
• Also used in areas such as parking lots, hospitals, etc.
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Robot chefsRestaurants: Spyce in Boston
• Created by four MIT students in collaboration with the Michelin-Star Chef Daniel Boulud
• Robotic kitchen, capable to cook complex meals
« Culinary excellence, elevated by technology »
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Thank you for your attention !