Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures

Birthe Nesset; Marta Romeo; Gnanathusharan Rajendran; Helen Hastie

doi:10.1109/RO-MAN57019.2023.10309558

Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures

Birthe Nesset, Marta Romeo, Gnanathusharan Rajendran, Helen Hastie

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Abstract

Trust repair strategies are an important part of human-robot interaction. In this study, we investigate how repeated failures impact users’ trust and how we might mitigate them. Specifically, we look at different repair strategies in the form of apologies, with additional features to them such as warnings and promises. Through an online study, we explore these repair strategies for repeated failures in the form of robot incongruence, where there is a mismatch of verbal and non-verbal information given by the robot. Our results show that such incongruent robot behaviour has a significant overall negative impact on participants’ trust. We found that the robot making a promise, and then breaking it, results in a significant decrease in participants’ trust, when compared to a general apology as a repair strategy. These findings contribute to the research on trust repair strategies and, additionally, shed light on how robot failures, in the form of incongruences, impact participants’ trust.

Original language	English
Title of host publication	2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)
Publisher	Institute of Electrical and Electronics Engineers
Pages	1389-1395
Number of pages	7
ISBN (Electronic)	9798350336702
ISBN (Print)	9798350336719
DOIs	https://doi.org/10.1109/RO-MAN57019.2023.10309558
Publication status	Published - 13 Nov 2023
Event	32nd IEEE International Conference on Robot and Human Interactive Communication - Busan, Korea, Republic of Duration: 28 Aug 2023 → 31 Aug 2023 Conference number: 32 https://ro-man2023.org/overview/welcomeMessage

Publication series

Name	IEEE International Workshop on Robot and Human Communication (ROMAN)
Publisher	IEEE
ISSN (Print)	1944-9445
ISSN (Electronic)	1944-9437

Conference

Conference	32nd IEEE International Conference on Robot and Human Interactive Communication
Abbreviated title	IEEE RO-MAN 2023
Country/Territory	Korea, Republic of
City	Busan
Period	28/08/23 → 31/08/23
Internet address	https://ro-man2023.org/overview/welcomeMessage

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Robot Broken_NESSET_DOA26052023_AFV_CC BYAccepted author manuscript, 1.01 MBLicence: Creative Commons: Attribution (CC-BY)

https://ieeexplore.ieee.org/document/10309558Licence: All Rights Reserved

Cite this

Nesset, B., Romeo, M., Rajendran, G., & Hastie, H. (2023). Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures. In 2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN) (pp. 1389-1395). (IEEE International Workshop on Robot and Human Communication (ROMAN)). Institute of Electrical and Electronics Engineers. https://doi.org/10.1109/RO-MAN57019.2023.10309558

Nesset, Birthe ; Romeo, Marta ; Rajendran, Gnanathusharan et al. / Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures. 2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN). Institute of Electrical and Electronics Engineers, 2023. pp. 1389-1395 (IEEE International Workshop on Robot and Human Communication (ROMAN)).

@inproceedings{a766333469d04fd78a294ee16e273edf,

title = "Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures",

abstract = "Trust repair strategies are an important part of human-robot interaction. In this study, we investigate how repeated failures impact users{\textquoteright} trust and how we might mitigate them. Specifically, we look at different repair strategies in the form of apologies, with additional features to them such as warnings and promises. Through an online study, we explore these repair strategies for repeated failures in the form of robot incongruence, where there is a mismatch of verbal and non-verbal information given by the robot. Our results show that such incongruent robot behaviour has a significant overall negative impact on participants{\textquoteright} trust. We found that the robot making a promise, and then breaking it, results in a significant decrease in participants{\textquoteright} trust, when compared to a general apology as a repair strategy. These findings contribute to the research on trust repair strategies and, additionally, shed light on how robot failures, in the form of incongruences, impact participants{\textquoteright} trust.",

author = "Birthe Nesset and Marta Romeo and Gnanathusharan Rajendran and Helen Hastie",

note = "This work was funded and supported by the UKRI Node on Trust (EP/V026682/1) https://trust.tas.ac.uk; 32nd IEEE International Conference on Robot and Human Interactive Communication, IEEE RO-MAN 2023 ; Conference date: 28-08-2023 Through 31-08-2023",

year = "2023",

month = nov,

day = "13",

doi = "10.1109/RO-MAN57019.2023.10309558",

language = "English",

isbn = "9798350336719",

series = "IEEE International Workshop on Robot and Human Communication (ROMAN)",

publisher = "Institute of Electrical and Electronics Engineers",

pages = "1389--1395",

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address = "United States",

url = "https://ro-man2023.org/overview/welcomeMessage",

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Nesset, B, Romeo, M, Rajendran, G & Hastie, H 2023, Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures. in 2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN). IEEE International Workshop on Robot and Human Communication (ROMAN), Institute of Electrical and Electronics Engineers, pp. 1389-1395, 32nd IEEE International Conference on Robot and Human Interactive Communication, Busan, Korea, Republic of, 28/08/23. https://doi.org/10.1109/RO-MAN57019.2023.10309558

Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures. / Nesset, Birthe; Romeo, Marta; Rajendran, Gnanathusharan et al.
2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN). Institute of Electrical and Electronics Engineers, 2023. p. 1389-1395 (IEEE International Workshop on Robot and Human Communication (ROMAN)).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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T1 - Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures

AU - Nesset, Birthe

AU - Romeo, Marta

AU - Rajendran, Gnanathusharan

AU - Hastie, Helen

N1 - Conference code: 32

PY - 2023/11/13

Y1 - 2023/11/13

N2 - Trust repair strategies are an important part of human-robot interaction. In this study, we investigate how repeated failures impact users’ trust and how we might mitigate them. Specifically, we look at different repair strategies in the form of apologies, with additional features to them such as warnings and promises. Through an online study, we explore these repair strategies for repeated failures in the form of robot incongruence, where there is a mismatch of verbal and non-verbal information given by the robot. Our results show that such incongruent robot behaviour has a significant overall negative impact on participants’ trust. We found that the robot making a promise, and then breaking it, results in a significant decrease in participants’ trust, when compared to a general apology as a repair strategy. These findings contribute to the research on trust repair strategies and, additionally, shed light on how robot failures, in the form of incongruences, impact participants’ trust.

AB - Trust repair strategies are an important part of human-robot interaction. In this study, we investigate how repeated failures impact users’ trust and how we might mitigate them. Specifically, we look at different repair strategies in the form of apologies, with additional features to them such as warnings and promises. Through an online study, we explore these repair strategies for repeated failures in the form of robot incongruence, where there is a mismatch of verbal and non-verbal information given by the robot. Our results show that such incongruent robot behaviour has a significant overall negative impact on participants’ trust. We found that the robot making a promise, and then breaking it, results in a significant decrease in participants’ trust, when compared to a general apology as a repair strategy. These findings contribute to the research on trust repair strategies and, additionally, shed light on how robot failures, in the form of incongruences, impact participants’ trust.

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DO - 10.1109/RO-MAN57019.2023.10309558

M3 - Conference contribution

SN - 9798350336719

T3 - IEEE International Workshop on Robot and Human Communication (ROMAN)

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BT - 2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)

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Nesset B, Romeo M, Rajendran G, Hastie H. Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures. In 2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN). Institute of Electrical and Electronics Engineers. 2023. p. 1389-1395. (IEEE International Workshop on Robot and Human Communication (ROMAN)). doi: 10.1109/RO-MAN57019.2023.10309558

Robot Broken Promise? Repair strategies for mitigating loss of trust for repeated failures

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