Virtual Butlers and Real People: Styles and Practices in Long-Term Use of a Companion

In this chapter, we argue that it is already possible, with existing technologies, to go beyond fictional scenarios of virtual butlers or assistive robot companions, and that realistic, long-term studies of their use contribute much needed knowledge about user styles and hence design requirements. Such a study, undertaken by the EU project SERA (Social Engagement with Robots and Agents) is reported, and the data collected are presented, compared, and discussed. The striking difference between idealized personae (such as "Tina") and real users motivated a detailed case study about the frequently observed issue of initiative and floor management. The case study shows the considerable degree to which users shape human-robot interaction with their individual styles. In conclusion, a few such user styles, together with design consequences, are outlined on the basis of the data analysis, with the aim of enriching future scenario descriptions with more realistic personae.

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