Creating Informative and Successful Human Robot Interaction in a Real-World Service Environment

Matthias Rehm, Rikke Vivi Mikkelsen

Research output: Contribution to book/anthology/report/conference proceedingArticle in proceedingResearchpeer-review


This study explores how to best utilize service robots when deploying them in customer facing contexts for information requests. Many companies investing in such robots unfortunately fail to integrate them successfully in a way where they facilitate meaningful interactions with users. Copenhagen Visitor Service is one of those companies who have tried to integrate a Pepper robot into their service environment but failed due to several factors relating to both the environment, the robot and lack of a strategical implementation. Through an exploratory field study with in-situ feedback from the participants, it became evident that the robot in this specific setting needed a more focused purpose and an interaction flow that was not reliant on verbal communication. A prototype was developed consisting of an informative quiz targeting families. A subsequent field eployment demonstrated a better and more meaningful user experience, indicating that careful consideration of the use context is paramount for a successful integration.
Original languageEnglish
Title of host publicationProceedings of ROMAN
Number of pages6
PublisherAssociation for Computing Machinery
Publication statusAccepted/In press - 2022


  • Service robots
  • Human Robot Interaction


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