调研迪拜服务行业对机器人客服的接受度，给出跨文化设计指南。
Stakeholder perspectives on designing socially acceptable social robots and robot avatars for Dubai and multicultural societies
- 通过访谈迪拜服务行业关键人物，收集真实使用反馈。
- 信息提供和导览是最受认可的功能，高度拟人外观最受欢迎。
- 揭示符号意义与情境对人机互动的影响，适合跨国部署参考。
机器人化身在客户服务中的应用正逐渐兴起，尤其在日本。然而，其在其他社会背景下的接受度仍缺乏研究，制约了面向多元文化环境的适配设计。为解决此问题，本研究访谈了迪拜服务行业的关键利益相关者，了解其部署社交机器人进行客户服务的经验，以及对最有效任务和设计特征的看法。结果显示，提供信息与引导至具体位置是最受重视的功能；在外观上，具有高度类人特征的机械风格设计最受青睐。超真实机器人（androids）与卡通化机器人引发争议，而混合型、低类人度机械设计及动物形态机器人则被认为不太合适或应避免。此外，心理社会分析表明，人机交互受其象征意义、使用情境及功能特性影响。这些发现为跨文化环境下机器人化身的设计提供了开创性洞见，填补了重要研究空白，并为全球多文化场景中部署社会可接受的机器人和化身提供了可操作指南。
原文摘要 · Abstract (English)
Robot avatars for customer service are gaining traction in Japan. However, their acceptance in other societal contexts remains underexplored, complicating efforts to design robot avatars suitable for diverse cultural environments. To address this, we interviewed key stakeholders in Dubai's service sector to gain insights into their experiences deploying social robots for customer service, as well as their opinions on the most useful tasks and design features that could maximize customer acceptance of robot avatars in Dubai. Providing information and guiding individuals to specific locations were identified as the most valued functions. Regarding appearance, robotic-looking, highly anthropomorphic designs were the most preferred. Ultra-realistic androids and cartoonish-looking robots elicited mixed reactions, while hybrid androids, low-anthropomorphic robotic designs, and animal-looking robots were considered less suitable or discouraged. Additionally, a psycho-sociological analysis revealed that interactions with robot avatars are influenced by their symbolic meaning, context, and affordances. These findings offer pioneering insights into culturally adaptive robot avatar design, addressing a significant research gap and providing actionable guidelines for deploying socially acceptable robots and avatars in multicultural contexts worldwide.
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