銀髮族使用Zenbo機器人服務體驗洞察研究

Study on Service Experience Insight of Use of Zenbo Robot by Silver-haired People

朱祐萱(Chu, Y.-H.) ； 林清壽(Lin, C.-S.)

《福祉科技與服務管理學刊》 7卷1期 (2019/03) Pp. 50-72

https://doi.org/10.6283/JOCSG.201903_7(1).467

摘要

由於國內人口老化嚴重，銀髮族在陪伴和照顧上的需求日益重要。原工業用途導向的機器人，已逐漸朝向民生用途發展，近年來由於AI人工智慧快速崛起，華碩公司於2017年推出的陪伴型照顧機器人Zenbo，可以讓銀髮族輕鬆上網享受數位生活，並兼具個人照護貼心的家庭小助理。而為了解銀髮族對於Zenbo機器人使用經驗，本研究採用服務體驗工程方法（SEE）理論之服務體驗洞察架構，針對銀髮族使用Zenbo機器人行為進行分析。本研究透過觀察訪談10位銀髮族，了解其與Zenbo機器人互動狀況，再運用互動、序列、工具器物、文化、實體等五大層面，彙整成行為模型，進而發掘銀髮族與機器人互動之間所產生的隱藏性需求。研究結果顯示：銀髮族最喜歡操作的功能為拍照、聽音樂、瀏覽食譜、觀看影片、觀看新聞等功能，且認為Zenbo表情很可愛，但也發現Zenbo在外觀設計、語音辨識、介面功能、感測系統、生活化應用層面仍須精進提昇，另外Zenbo機器人反應時間太長、介面便捷度不足、語音辨識困難且口語化不足、感測系統辨識能力不足、非平整地面時移動困難及移動不精準等問題，提供給華碩公司後續提昇機器人性能之參考。

關鍵字

服務體驗工程方法 ； 服務體驗洞察 ； AEIOU ； 五大模型彙整 ； Zenbo機器人

並列摘要

As the population ages in the country, news of elderly people living alone falling down or taking their own lives are fairly common. Thus it is important for the demands for companionship and care by silver-haired people to be met. From their original use in industrial settings, robots have gradually evolved towards use in everyday life. Recent years have seen the rapid rise of artificial intelligence and its application to robots. Asus launched its companion care robot Zenbo in 2017, allowing silver-haired people to easily enjoy digital life and personally. In order to understand the experience of Yinfa residents in using the Zenbo robot, this study uses the service experience engineering (SEE) theory of service experience insight architecture to analyze the behavior of the Zenbo robots used by the silver-haired people. Ten silver-haired people were interviewed to understand their interaction with their Zenbo robots. The five levels of interaction, sequence, tools, culture, and entity were then integrated into behavioral models, and the interaction between silver-haired and robot interaction was explored. The research results show that the most popular activities of silver-haired people are taking pictures, listening to music, browsing recipes, watching movies, watching news, etc. While the majority found Zenbo expressions to be very cute, they found design, speech recognition, interface function, and sense to be deficient. The measurement system and the application functions still need to be improved. In particular, the robot's response time was deemed too long, the interface was insufficient, the speech recognition was inadequate and colloquialization was insufficient, the sensing system identification ability was insufficient, movement in non-flat areas was difficult, and the movement was inaccurate. These shortfalls have been highlighted to Asus so that it can improve the performance of the robot.

並列關鍵字

service experience engineering method ； service experience insight ； AEIOU ； five model collection ； Zenbo robot