In recent years, various service robots have been introduced in stores as recommendation systems. Previous studies attempted to increase the influence of these robots by improving their social acceptance and trust. However, when such service robots recommend a product to customers in real environments, the effect on the customers is influenced not only by the robot itself, but also by the social influence of the surrounding people such as store clerks. Therefore, leveraging the social influence of the clerks may increase the influence of the robots on the customers. Hence, we compared the influence of robots with and without collaborative customer service between the robots and clerks in two bakery stores. The experimental results showed that collaborative customer service increased the purchase rate of the recommended bread and improved the impression regarding the robot and store experience of the customers. Because the results also showed that the workload required for the clerks to collaborate with the robot was not high, this study suggests that all stores with service robots may show high effectiveness in introducing collaborative customer service.
翻译：近些年来,在商店中引入了各种服务机器人作为推荐系统。以前的研究试图通过提高这些机器人的社会接受度和信任度来增加其影响力。然而,当这类服务机器人在真实环境中向客户推荐产品时,对客户的影响不仅受机器人本身的影响,而且受仓库办事员等周围人的社会影响的影响。因此,利用办事员的社会影响可能会增加机器人对客户的影响。因此,我们比较了机器人与机器人和两个面包店办事员之间合作客户服务的影响。实验结果表明,合作客户服务提高了推荐面包的购买率,改善了对机器人的印象和客户的储存经验。因为研究结果还表明,办事员与机器人合作所需的工作量并不高,因此,与服务机器人合作的所有商店在引入协作客户服务方面都可能显示出很高的效益。
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