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...
| Main Authors: | , , , , |
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| Other Authors: | |
| Format: | Conference Paper |
| Language: | English |
| Published: |
2020
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| Online Access: | https://hdl.handle.net/10356/138466 |
| _version_ | 1824455443885326336 |
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| author | Mishra, Nidhi Ramanathan, Manoj Satapathy, Ranjan Cambria, Erik Magnenat-Thalmann, Nadia |
| author2 | 2019 28th IEEE International Conference on Robot and Human Interactive Communication (RO-MAN) |
| author_facet | 2019 28th IEEE International Conference on Robot and Human Interactive Communication (RO-MAN) Mishra, Nidhi Ramanathan, Manoj Satapathy, Ranjan Cambria, Erik Magnenat-Thalmann, Nadia |
| author_sort | Mishra, Nidhi |
| collection | NTU |
| description | 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 in a 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. The survey questionnaires are analyzed based on the datapoints provided in the questionnaire. We propose a novel approach to analyze customer feedback data using sentic computing. 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. |
| first_indexed | 2025-02-19T03:38:18Z |
| format | Conference Paper |
| id | ntu-10356/138466 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2025-02-19T03:38:18Z |
| publishDate | 2020 |
| record_format | dspace |
| spelling | ntu-10356/1384662020-09-26T21:53:32Z Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis Mishra, Nidhi Ramanathan, Manoj Satapathy, Ranjan Cambria, Erik Magnenat-Thalmann, Nadia 2019 28th IEEE International Conference on Robot and Human Interactive Communication (RO-MAN) Institute for Media Innovation (IMI) Engineering::Electrical and electronic engineering Customer Services Humanoid Robots 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 in a 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. The survey questionnaires are analyzed based on the datapoints provided in the questionnaire. We propose a novel approach to analyze customer feedback data using sentic computing. 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. NRF (Natl Research Foundation, S’pore) Accepted version 2020-05-06T08:23:51Z 2020-05-06T08:23:51Z 2019 Conference Paper Mishra, N., Ramanathan, M., Satapathy, R., Cambria, E., & Magnenat-Thalmann, N. (2019). Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis. Proceedings of the 2019 28th IEEE International Conference on Robot and Human Interactive Communication (RO-MAN), 0138-. doi:10.1109/RO-MAN46459.2019.8956349 https://hdl.handle.net/10356/138466 10.1109/RO-MAN46459.2019.8956349 1905.08937 en © 2019 IEEE. Personal use of this material is permitted. Permission from IEEE must be obtained for all other uses, in any current or future media, including reprinting/republishing this material for advertising or promotional purposes, creating new collective works, for resale or redistribution to servers or lists, or reuse of any copyrighted component of this work in other works. The published version is available at: https://doi.org/10.1109/RO-MAN46459.2019.8956349 application/pdf |
| spellingShingle | Engineering::Electrical and electronic engineering Customer Services Humanoid Robots Mishra, Nidhi Ramanathan, Manoj Satapathy, Ranjan Cambria, Erik Magnenat-Thalmann, Nadia Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis |
| title | Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis |
| title_full | Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis |
| title_fullStr | Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis |
| title_full_unstemmed | Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis |
| title_short | Can a humanoid robot be part of the organizational workforce? A user study leveraging sentiment analysis |
| title_sort | can a humanoid robot be part of the organizational workforce a user study leveraging sentiment analysis |
| topic | Engineering::Electrical and electronic engineering Customer Services Humanoid Robots |
| url | https://hdl.handle.net/10356/138466 |
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