溝通方式對人形機器人信任之影響

The effects of communication approaches on trust towards a humanoid robot

張卜方(Chang Bu-Fang)

指導教授 ： 簡士鎰 ； 林怡伶

國立政治大學/商學院/資訊管理學系/碩士(2021年)

https://doi.org/10.6814/NCCU202101442

摘要

社交機器人技術已廣泛應用於各種服務環境，通過模仿像人的互動來提供幫助或增強娛樂體驗。先前的研究考慮了各種設計特徵來探索人機關係中的影響，而機器人在交互過程中提供幫助的方式很少被討論。本研究將人形機器人應用在購物環境中並作為銷售人員的角色，目的為探討機器人助理的哪種溝通方式對顧客更有利。為了實現研究目標，提出了以信任概念為核心的理論模型，並設計不同級別的服務主動性（主動與被動）和表達行為的類型（中性與親密），透過影片的形式展示機器人的互動回饋，線上進行了兩個階段的實驗。首先，每個實驗條件下所設計的操作在第一階段中得到驗證，而在正式研究中，感知親密性會受到不同風格的表達行為的影響，並指出可能存在對人形機器人的人際感知。結果揭示了我們提出的結構模型之間的正相關性，表明當機器人以更主動的方式行事並且被認為更親密時，使用者會同時從認知與情感的面向更信任該機器人，並進而提升使用意願。

關鍵字

人機交互 ； 親密互動 ； 主動性 ； 認知信任 ； 情感信任

並列摘要

Social robotics have been widely applied in diverse service contexts to provide assistance or enhance entertainment experience through imitating humanlike interaction. Previous research took a variety of design features into consideration to explore the influence in human-robot relationships, while the robot’s manner of providing assistance during interaction was rarely discussed. The purpose of this study is to investigate which communication approaches of a robotic assistant would be more favorable for customers since applying the humanoid robot in the shopping context as the role of a salesperson. The theoretical model focusing on the concept of trust is proposed to achieve the research objectives. Different levels of service proactivity (proactive vs. reactive) and types of expressive behaviors (neutral vs. intimate) are developed and empirically validate. Two survey sessions are conducted online through presenting the robot responses in several videos. The manipulations designed for each experimental condition are first validated in the preliminary study. In the formal study, perceived intimacy can be successfully affected by different styles of expressive behaviors, noting that there may be interpersonal perception towards the humanoid robot. The results reveal positive correlations between our proposed structural model, providing strong evidence that the users are more willing to trust in the robot when it behaves in the more proactive manner and is perceived more intimate.

並列關鍵字

human-humanoid robot interaction ； intimate communication ； proactivity ； cognitive trust ； emotional trust

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