A Study on Automated Receptionists in a Real-World Scenario

Ralf Wolter; Koen V. Hindriks; Dalya Samur; Catholijn M. Jonker

doi:10.1007/978-3-030-49778-1_27

A Study on Automated Receptionists in a Real-World Scenario

Ralf Wolter^*, Koen V. Hindriks, Dalya Samur, Catholijn M. Jonker

^*Corresponding author for this work

Interactive Intelligence

Research output: Chapter in Book/Conference proceedings/Edited volume › Conference contribution › Scientific › peer-review

1 Citation (Scopus)

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Abstract

The commercial availability of robots and voice-operated smart devices such as Alexa or Google Home have some companies wondering whether they can replace some current human interactions by using these devices. One such area of interaction is at the reception desk. While both platforms can offer the necessary interaction features to take on the task of an automated receptionist, the question remains as to which platform actual visitors would prefer - body or no body? To this end we created a receptionist agent that can receive visitors with an appointment, presented as either an embodied robot or a disembodied smart display. The agent uses common commercial products and services, and was tested in a real-world environment with real visitors. The results show no significant difference in visitor preference for either platform.

Original language	English
Title of host publication	Advances in Practical Applications of Agents, Multi-Agent Systems, and Trustworthiness. The PAAMS Collection - 18th International Conference, PAAMS 2020, Proceedings
Editors	Yves Demazeau, Tom Holvoet, Juan M. Corchado, Stefania Costantini
Publisher	SpringerOpen
Pages	340-352
Number of pages	13
ISBN (Print)	9783030497774
DOIs	https://doi.org/10.1007/978-3-030-49778-1_27
Publication status	Published - 2020
Event	18th International Conference on Practical Applications of Agents and Multi-Agent Systems, PAAMS 2020 - L’Aquila, Italy Duration: 7 Oct 2020 → 9 Oct 2020

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume	12092 LNAI
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Conference

Conference	18th International Conference on Practical Applications of Agents and Multi-Agent Systems, PAAMS 2020
Country/Territory	Italy
City	L’Aquila
Period	7/10/20 → 9/10/20

Bibliographical note

Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care
Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.

Keywords

Automated receptionist
Dialogue management
Embodiment
Human-robot interaction
Social agents

Access to Document

10.1007/978-3-030-49778-1_27

Wolter2020_Chapter_AStudyOnAutomatedReceptionistsFinal published version, 469 KB

Cite this

Wolter, R., Hindriks, K. V., Samur, D., & Jonker, C. M. (2020). A Study on Automated Receptionists in a Real-World Scenario. In Y. Demazeau, T. Holvoet, J. M. Corchado, & S. Costantini (Eds.), Advances in Practical Applications of Agents, Multi-Agent Systems, and Trustworthiness. The PAAMS Collection - 18th International Conference, PAAMS 2020, Proceedings (pp. 340-352). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 12092 LNAI). SpringerOpen. https://doi.org/10.1007/978-3-030-49778-1_27

Wolter, Ralf ; Hindriks, Koen V. ; Samur, Dalya et al. / A Study on Automated Receptionists in a Real-World Scenario. Advances in Practical Applications of Agents, Multi-Agent Systems, and Trustworthiness. The PAAMS Collection - 18th International Conference, PAAMS 2020, Proceedings. editor / Yves Demazeau ; Tom Holvoet ; Juan M. Corchado ; Stefania Costantini. SpringerOpen, 2020. pp. 340-352 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).

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abstract = "The commercial availability of robots and voice-operated smart devices such as Alexa or Google Home have some companies wondering whether they can replace some current human interactions by using these devices. One such area of interaction is at the reception desk. While both platforms can offer the necessary interaction features to take on the task of an automated receptionist, the question remains as to which platform actual visitors would prefer - body or no body? To this end we created a receptionist agent that can receive visitors with an appointment, presented as either an embodied robot or a disembodied smart display. The agent uses common commercial products and services, and was tested in a real-world environment with real visitors. The results show no significant difference in visitor preference for either platform.",

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Wolter, R, Hindriks, KV, Samur, D & Jonker, CM 2020, A Study on Automated Receptionists in a Real-World Scenario. in Y Demazeau, T Holvoet, JM Corchado & S Costantini (eds), Advances in Practical Applications of Agents, Multi-Agent Systems, and Trustworthiness. The PAAMS Collection - 18th International Conference, PAAMS 2020, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 12092 LNAI, SpringerOpen, pp. 340-352, 18th International Conference on Practical Applications of Agents and Multi-Agent Systems, PAAMS 2020, L’Aquila, Italy, 7/10/20. https://doi.org/10.1007/978-3-030-49778-1_27

A Study on Automated Receptionists in a Real-World Scenario. / Wolter, Ralf; Hindriks, Koen V.; Samur, Dalya et al.
Advances in Practical Applications of Agents, Multi-Agent Systems, and Trustworthiness. The PAAMS Collection - 18th International Conference, PAAMS 2020, Proceedings. ed. / Yves Demazeau; Tom Holvoet; Juan M. Corchado; Stefania Costantini. SpringerOpen, 2020. p. 340-352 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 12092 LNAI).

Research output: Chapter in Book/Conference proceedings/Edited volume › Conference contribution › Scientific › peer-review

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AU - Wolter, Ralf

AU - Hindriks, Koen V.

AU - Samur, Dalya

AU - Jonker, Catholijn M.

N1 - Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.

PY - 2020

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N2 - The commercial availability of robots and voice-operated smart devices such as Alexa or Google Home have some companies wondering whether they can replace some current human interactions by using these devices. One such area of interaction is at the reception desk. While both platforms can offer the necessary interaction features to take on the task of an automated receptionist, the question remains as to which platform actual visitors would prefer - body or no body? To this end we created a receptionist agent that can receive visitors with an appointment, presented as either an embodied robot or a disembodied smart display. The agent uses common commercial products and services, and was tested in a real-world environment with real visitors. The results show no significant difference in visitor preference for either platform.

AB - The commercial availability of robots and voice-operated smart devices such as Alexa or Google Home have some companies wondering whether they can replace some current human interactions by using these devices. One such area of interaction is at the reception desk. While both platforms can offer the necessary interaction features to take on the task of an automated receptionist, the question remains as to which platform actual visitors would prefer - body or no body? To this end we created a receptionist agent that can receive visitors with an appointment, presented as either an embodied robot or a disembodied smart display. The agent uses common commercial products and services, and was tested in a real-world environment with real visitors. The results show no significant difference in visitor preference for either platform.

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Wolter R, Hindriks KV, Samur D, Jonker CM. A Study on Automated Receptionists in a Real-World Scenario. In Demazeau Y, Holvoet T, Corchado JM, Costantini S, editors, Advances in Practical Applications of Agents, Multi-Agent Systems, and Trustworthiness. The PAAMS Collection - 18th International Conference, PAAMS 2020, Proceedings. SpringerOpen. 2020. p. 340-352. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). doi: 10.1007/978-3-030-49778-1_27

A Study on Automated Receptionists in a Real-World Scenario

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