The Future of Customer Service: Can Robots Learn to Be Human?
As artificial intelligence advances, lifelike robots are increasingly taking on roles in customer service, welcoming guests at hotels and assisting travelers at airports. However, despite technological advancements, many robots still struggle to connect with humans, their interactions often leaving people feeling uneasy with eerie smiles and jerky movements.
The Four Pillars of Believable Robotics
A groundbreaking new study, conducted by hospitality researchers, has unveiled the crucial elements needed for robots to bridge the gap and appear genuinely lifelike. These researchers have developed a unique measurement scale that identifies the four key qualities robots must possess: human-like appearance, emotional capacity, social intelligence, and self-understanding.
“Before we fully utilize AI technology, we should understand how people perceive it. But there hasn’t been any agreed-upon understanding of how people perceive the human likeness of robots,” says Hengxuan “Oscar” Chi, Ph.D., a professor of hospitality at the [university] and lead author of the new study.
The study involved presenting hundreds of participants with a range of robots – from small, metallic gadgets to life-sized models equipped with faces and synthetic skin and hair. The researchers found that people evaluate robots just as they would other humans, taking into account both physical appearance and social behaviors, such as the ability to interpret and respond appropriately to emotions.
The Missing Piece: Robotic Self-Awareness
“Some manufacturers have focused too much on creating a human-like body but not the other three parts of the scale. Based on our study, you can’t ignore those other elements,” says Chi.
Among the four qualities, self-understanding seems to be the most challenging aspect for engineers to replicate. This element encompasses the perception that a robot possesses an inner world, a distinct personality, or even a “spirit.” While simulating these qualities may be technically complex, it is essential for creating robots that are relatable and useful.
Bridging the Human-Robot Divide
“Understanding how we perceive robots is not just a technological question, but a sociological one. It’s about bridging the gap between human and machine,” notes Chi.
The study’s findings have profound implications for the future of robotics, especially in service industries. By understanding these core principles, companies and engineers can develop robots that are not only functional but also capable of forming genuine connections with humans. This could revolutionize how we interact with technology, fostering a future where robots are not just machines, but true companions.
What are the ethical implications of creating robots that are designed to be perceived as human?
## The Future of Customer Service: Can Robots Learn to Be Human?
**Host:** Welcome back to the show. Joining us today is Dr. Hengxuan “Oscar” Chi, a professor of hospitality and lead researcher on a groundbreaking study on robot believability. Dr. Chi, thank you for being here.
**Dr. Chi:** It’s a pleasure to be here.
**Host:** Your study focuses on how robots can become more “human-like.” Can you tell us about the main findings?
**Dr. Chi:** Absolutely. We found that people perceive robots as more believable, or human-like, when they possess four key qualities. We call these the “four pillars of believable robotics”. They are: human-like appearance, emotional capacity, social intelligence, and self-understanding.
**Host:** That makes sense. But how do you actually measure these qualities in a robot?
**Dr. Chi:** We developed a unique measurement scale based on human observation and perception. We meticulously assessed how people react to different robots exhibiting various levels of these four pillars.
**Host:** Fascinating. So, you’re saying that just looking like a human isn’t enough?
**Dr. Chi:** Correct. A robot could look incredibly lifelike, but without the ability to express emotions, understand social cues, or even have a sense of self, it will still struggle to connect with humans on a meaningful level.
**Host:** And why is that connection so important?
**Dr Chi:** We are social creatures. We crave connection and respond positively to empathy and understanding. When interacting with customer service robots, for example, people want to feel heard and understood, not just processed.
**Host:** That’s a really powerful point. As AI technology continues to advance, do you think we’ll see robots who can truly be perceived as human?
**Dr. Chi:** It’s a challenging question. We are making significant strides, but replicating the full complexity of human interaction is a monumental task. However, by focusing on these four pillars and understanding human perception, we can continue to develop robots that are not only efficient but also genuinely engage with us on an emotional level. [[1](https://standardbots.com/blog/customer-service-robot)]
**Host:** Dr. Chi, thank you for sharing your insights with us today. It’s certainly a fascinating field, and one that will undoubtedly continue to evolve in the years to come.
