2019, Schulze, Hartmut, Kaufmann, Kaspar, Ziakas, Eleni, Catanzariti, Marco, Stoppa, Giancarlo, Burkhard, Roger, Tanner, Alexandra, Ahram, Tareq, Taiar, Redha, Colson, Serge, Choplin, Arnaud

This study aimed to develop and evaluate an application scenario for the use of a social robot, following a human-centered design approach. The social robot, which assisted the reception desk staff of a hotel by answering simple, repetitive and time-consuming questions (e.g. parking information, directions), was perceived predominantly positive by employees and guests of the hotel. However, the results suggested that to effectively reduce the employees’ workload and to provide a reliable source of information for the guest, the robot had to work on a high level of autonomy and technological stability. Additionally, the use of a social robot may estrange guests and employees alike, as they prefer human interaction or are fearful of job loss, respectively. An early inclusion of the employees in the design process has shown to reduce fears and increase acceptance towards the social robot and its integration into the workforce.