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A Receptionist Robot for Brazilian People: Study on Interaction Involving Illiterates

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A Receptionist Robot for Brazilian People: Study on Interaction Involving Illiterates Paladyn, J. Behav. Robot. 2017; 8:1–17 Research Article Open Access Gabriele Trovato*, Josue G. Ramos, Helio Azevedo, Artemis Moroni, Silvia Magossi, Reid Simmons, Hiroyuki Ishii, and Atsuo Takanishi A receptionist robot for Brazilian people: study on interaction involving illiterates DOI 10.1515/pjbr-2017-0001 Received August 25, 2016; accepted March 14, 2017 1 Introduction Abstract: The receptionist job, consisting in providing In the near future, robots will perform services and assis- useful indications to visitors in a public office, is one pos- tive tasks, and be extensively used as helpers in activities sible employment of social robots. The design and the be- of daily living. In order to achieve acceptance of robots, haviour of robots expected to be integrated in human so- their design should be planned carefully according to their cieties are crucial issues, and they are dependent on the role. Receptionist is a job that is useful as support for com- culture and society in which the robot should be deployed. mon people in everyday life, and that can potentially be We study the factors that could be used in the design of a performed by conversational agents as well as robots. receptionist robot in Brazil, a country with a mix of races The behaviour profile of a robot receptionist is a type and considerable gaps in economic and educational level. of "socially interactive robot" (SIR). The term SIR was in- This inequality results in the presence of functional illiter- troduced by Fong et al. [1] to describe robots where so- ate people, unable to use reading, writing and numeracy cial interaction is an essential feature in the construction skills. We invited Brazilian people, including a group of and evaluation of robotic devices. As it provides assistance functionally illiterate subjects, to interact with two types through social interaction, a robot receptionist could also of receptionists differing in physical appearance (agent v be considered "socially assistive robot" (SAR) [2]. mechanical robot) and in the sound of the voice (human A "roboceptionist" was first employed in Carnegie like v mechanical). Results gathered during the interac- Mellon University, and it featured a conversational agent tions point out a preference for the agent, for the human- called Valerie displayed on a screen and interacting with like voice and a more intense reaction to stimuli by illiter- visitors through a dialogue system [3]. ates. These results provide useful indications that should The most recent robotic receptionist is Otonaroid, an be considered when designing a receptionist robot, as well android which will be employed in a museum, while in the as insights on the effect of illiteracy in the interaction. Henn na Hotel in Japan robots are already employed [4], although the user experiences were not always positive Keywords: Human-Robot Interaction, illiteracy, educa- (M. Rajesh, Inside Japan’s first robot-staffed hotel. The tion, service robotics, socially assistive robotics, anthropo- Guardian. Online: http://www.theguardian.com/travel/ morphism, uncanny valley, receptionist 2015/aug/14/japan-henn-na-hotel-staffed-by-robots). An- other previous android is Saya, which is capable of having a small conversation and of performing some facial expres- *Corresponding Author: Gabriele Trovato: Faculty of Science and Engineering, Waseda University, #41-304, 17 sions [5]. Kikui-cho, Shinjuku-ku, Tokyo 162-0044, Japan, E-mail: con- MechaDroid C3 can also perform facial expressions, [email protected] although through LEDs screens [6]. All these examples fea- Josue G. Ramos, Helio Azevedo, Artemis Moroni, Silvia Magossi: ture different robotic embodiments, which determine also Center for Information Techonology Renato Archer - CTI Rodovia D. the way the receptionist can communicate. Pedro I (SP - 65), Campinas, 13069-901 Săo Paulo, Brazil Reid Simmons: Robotics Institute, School of Computer Science, Carnegie Mellon University, 5000 Forbes Avenue, Pittsburgh, PA 15213, USA 1.1 Brazilian population and illiteracy Hiroyuki Ishii: Research Institute of Science and Engineering, Waseda University, Tokyo, Japan The final goal of this research is to build a roboreceptionist Atsuo Takanishi: Department of Modern Mechanical Engineering, for Brazilian people. Therefore, first we should consider in and with the Humanoid Robotics Institute (HRI), Waseda University, Tokyo, Japan what kind of context the robot should be employed. © 2017 Gabriele Trovato et al., published by De Gruyter Open. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivs 3.0 License. 2 Ë Gabriele Trovato et al. Brazil, a developing country and the most populated two receptionists with different embodiment (a conver- in Latin America, is a country with high economic inequal- sational virtual agent and a humanoid robot) and voice ity. This fact causes inequality in education, as 9% of the (human-like vs. robotic). We assume that these manipu- population above 10 years old are illiterate [7]. Such in- lated variables do not interact with each other. equality may ultimately affect acceptance of technology, Both receptionists give directions to the participants including robots and consequently how they should be de- to reach certain rooms where evaluations are done through signed. questionnaires. Non-verbal reactions are also collected Regarding education, the Brazilian Geographical and during the whole experiment. Statistics Institute (IBGE) counts as "functionally literate" Some other variables are fixed: the path to follow, the those individuals older than 15 years who have completed contents of the directions, and the fact that both reception- four grades of schooling and "functionally illiterate" those ists are shown on a screen and controlled in Wizard-of-Oz who have not (18.3%, according to [8]). However, the IBGE style by the experimenter. Since both interactions happen definition is slightly different from that of UNESCO [9]: through a screen, proxemics is also fixed. "Functional literacy is the ability to use reading, writing The rest of the paper is organized as follows: in Sec- and numeracy skills for effective functioning and devel- tion 2 we do a survey of related work; in Sections 3 and 4 opment of the individual and the community”. In other the two studies are described; Section 5 contains an over- words, a functional illiterate may know how to write and all discussion; in Section 6 we conclude the paper. read, but is unable to use these skills to extract relevant information from a text, or to compose an essay. This fact limits people ability to involve in activities, which accord- 2 Related work ing to Cree et al. [10] may include: understanding govern- ment policies and voting in elections; using a computer to do banking; shop online; and access up to date news and 2.1 Embodiment and appearance information. The consequence of functional illiteracy is technolog- The embodiment of robots, specifically the face in case ical illiteracy: according to [10], without solid literacy and of humanoids, should be carefully considered, as appear- numeracy skills, technological literacy is hard to achieve”, ance and human-likeness are factors which may cause re- since the basic interaction with technological things may pulsion in human users. This is a particularly sensitive is- require some ability to read and understanding the mean- sue, since studies on social robots involve complex socio- ing of the text. Illiterates’ lesser exposure to technology demographic factors such as age, gender, education, eth- than other people has to be considered. In the same way nic group, social class, religion, profession and others. The as elderly and disabled persons, illiterate people need spe- literature review in [11] presents a broad view of how many cific studies, which have not been extensively done sofar. of these factors are critical for certain segments of users, such as elderly people. A subtype of them, illiterate el- derly people, were the focus of the experiment of interac- 1.2 Objectives of the present manuscript tion with the robot NAO described in [12]. Regarding external appearance, face is particularly The motivation for this research is to investigate the factors important as it can relay information about emotion as that could be used for designing a receptionist robot to be well as other non-spoken messages. For instance, the di- employed in Brazil, considering the social and educational mensions of the head and the presence and number of gaps within the country. In order to achieve this, two stud- facial features can heavily influence the perception of ies have been carried out: a preliminary investigation and human-likeness in robot heads [13]. an interaction experiment. The present experiments took Proxemics is one important factor related to embodi- place in Campinas, Brazil, in a centre for technology. ment. The effect of proxemics could be noticed in studies The preliminary investigation consists in a survey such as [14], where subjects keep more distance around a to determine the ideal receptionist for Brazilian people, robot with physical body compared to a screen. Neverthe- specifically taking into consideration the factors like ap- less, the physical robot and an agent on screen were com- pearance and communication, which we manipulate in pared, and the former was preferred by subjects. the second study. Li [15] summarised the results of several other studies In the interaction experiment, two different types of
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