模糊、缺席、不可见:影响数字化机器人智能服务的三个关键原因

Ambiguity,Absence,Invisibility:Three Key Factors Affecting Digital Robot Intelligent Services

机器人服务是数字化智能服务转型的一个重要体现。以往的研究理论化和技术化地分析了自动化机器人技术在提高服务效率、提升顾客体验方面的积极影响,但很少有研究者从顾客的实际使用视角去检验这一假设,更鲜有研究者在全自动化机器人服务的环境中检验智能化人机互动的实际效果和可能存在的问题。为此,本文选择视频录制与分析的研究视角,并结合民族志的研究方法,在两家数字化无人智慧酒店中记录了495次顾客与自动化智能服务系统互动的实践,旨在从实证的互动角度发现全自动化智能机器服务场景下存在的问题,揭示智能机器系统对服务活动产生负面影响的三个因素:互动指令的模糊性、服务协助人员的缺席、机器人交互技术的“不可见性”。为了提高数字化机器人智能服务效率,未来应考虑开发用户友好型服务交互系统。

Robot service is an important embodiment of digital intelligent service transformation.Previous studies have theoretically and technically analyzed the positive impact of automated robot technology on improving service effi-ciency and customer experience,but few researchers have tested this hypothesis from the perspective of customers'ac-tual use.Moreover,fewer researchers have tested the practical effects and possible problems of intelligent human computer interaction in the fully automated robot service environment.Therefore,this paper innovatively uses the re-search perspective of video recording and analysis,combined with the research method of ethnography,and records 495 interactions between customers and automated intelligent service systems in two digital unmanned intelligent ho-tels,aiming to test the problems existing in the fully automated intelligent machine service scenario from the perspec-tive of empirical interaction.This study reveals three factors that have a negative impact on service activities of intelli-gent robotic systems:the ambiguity of interactive instructions,the absence of service assistance personnel,and the"in-visibility"of robot interaction technology.In order to improve service efficiency under the digital robot intelligent service,this study suggests that a user-friendly service interaction system should be developed in the future.