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 proceedingConference contribution

Abstract / Description of output

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 languageEnglish
Title of host publication2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)
PublisherIEEE
Pages1389-1395
Number of pages7
ISBN (Electronic)9798350336702
ISBN (Print)9798350336719
DOIs
Publication statusPublished - 13 Nov 2023
Event32nd IEEE International Conference on Robot and Human Interactive Communication - Busan, Korea, Republic of
Duration: 28 Aug 202331 Aug 2023
Conference number: 32
https://ro-man2023.org/overview/welcomeMessage

Publication series

NameIEEE International Workshop on Robot and Human Communication (ROMAN)
PublisherIEEE
ISSN (Print)1944-9445
ISSN (Electronic)1944-9437

Conference

Conference32nd IEEE International Conference on Robot and Human Interactive Communication
Abbreviated titleIEEE RO-MAN 2023
Country/TerritoryKorea, Republic of
CityBusan
Period28/08/2331/08/23
Internet address

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