Abstract
A paradigm shift is taking place, from the era of common off-the-shelf products to that of personalized products. In this study, we developed a communication robot that could improve customers’ satisfaction in bespoke scenes, which is a sales method of personalized products. First, we extracted the model of the salesclerks’ utterances that would be useful for improving satisfaction in bespoke tailoring. We modeled the salesclerks’ utterances based on the utterance content. Next, we designed a bespoke origami task by communicating with a robot, which worked based on the salesclerks’ utterance model. Then, we analyzed how the robot’s utterances evoked customers’ emotions and improved satisfaction. As a result, we revealed that the utterances that encouraged customers’ decisions improved customer satisfaction.
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Notes
- 1.
Origami: Japanese traditional paper craft.
References
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Kobayashi, F., Sugimoto, M., Aoyagi, S., Yamamoto, M., Nagata, N. (2021). Modeling Salesclerks’ Utterances in Bespoke Scenes and Evaluating Them Using a Communication Robot. In: Stephanidis, C., Antona, M., Ntoa, S. (eds) HCI International 2021 - Late Breaking Posters. HCII 2021. Communications in Computer and Information Science, vol 1498. Springer, Cham. https://doi.org/10.1007/978-3-030-90176-9_35
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DOI: https://doi.org/10.1007/978-3-030-90176-9_35
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