Can a Humanoid Robot be part of the Organizational Workforce? A User Study Leveraging Sentiment Analysis

Hiring robots for the workplaces is a challenging task as robots have to cater to customer demands, follow organizational protocols and behave with social etiquette. In this study, we propose to have a humanoid social robot, Nadine, as a customer service agent in an open social work environment. The...

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Bibliographic Details
Published in:arXiv.org 2019-05
Main Authors: Mishra, Nidhi, Ramanathan, Manoj, Satapathy, Ranjan, Cambria, Erik, Magnenat-Thalmann, Nadia
Format: Article
Language:English
Subjects:
Customer feedback
Customer services
Data analysis
Data mining
Feedback
Humanoid
Robots
Sentiment analysis
Work environment
Working conditions
Workplaces
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Summary:Hiring robots for the workplaces is a challenging task as robots have to cater to customer demands, follow organizational protocols and behave with social etiquette. In this study, we propose to have a humanoid social robot, Nadine, as a customer service agent in an open social work environment. The objective of this study is to analyze the effects of humanoid robots on customers at work environment, and see if it can handle social scenarios. We propose to evaluate these objectives through two modes, namely, survey questionnaire and customer feedback. We also propose a novel approach to analyze customer feedback data (text) using sentic computing methods. Specifically, we employ aspect extraction and sentiment analysis to analyze the data. From our framework, we detect sentiment associated to the aspects that mainly concerned the customers during their interaction. This allows us to understand customers expectations and current limitations of robots as employees.
ISSN:2331-8422