用五种情感表达方式测试机器人如何化解人机冲突，发现社交觉察能力比表达形式更重要。
Robots can defuse high-intensity conflict situations
- 通过五种情感表达模态让机器人承认冲突并道歉，尝试化解对抗情绪。
- 所有模态均有效缓解冲突，但动作表达在评分上显著不同（p<.05）。
- 关键不在于表达形式，而在于机器人是否具备情境感知与恰当回应能力。
本文研究人机高强对抗情境下，机器人如何通过五种不同的情感表达模态来缓解冲突。实验聚焦于机器人承认冲突并表达悔意的有效性，旨在揭示各模态在减轻用户对表现不佳机器人敌意方面的优劣。为测试效果，研究采用定制情感机器人，在模拟冲突场景中对105名参与者进行测试。结果表明，所有表达模态均能成功缓和冲突并传达对抗承认；各模态评价相似，但动作模态的评分显著不同（ANON p<.05）。参与者对机器人受冲突影响程度的主观感受在各模态间无显著差异。这说明，化解高强度人机互动的关键不在于特定表达能力，而在于机器人具备社会情境觉察能力并据此作出适当反应。
原文摘要 · Abstract (English)
This paper investigates the specific scenario of high-intensity confrontations between humans and robots, to understand how robots can defuse the conflict. It focuses on the effectiveness of using five different affective expression modalities as main drivers for defusing the conflict. The aim is to discover any strengths or weaknesses in using each modality to mitigate the hostility that people feel towards a poorly performing robot. The defusing of the situation is accomplished by making the robot better at acknowledging the conflict and by letting it express remorse. To facilitate the tests, we used a custom affective robot in a simulated conflict situation with 105 test participants. The results show that all tested expression modalities can successfully be used to defuse the situation and convey an acknowledgment of the confrontation. The ratings were remarkably similar, but the movement modality was different (ANON p$<$.05) than the other modalities. The test participants also had similar affective interpretations on how impacted the robot was of the confrontation across all expression modalities. This indicates that defusing a high-intensity interaction may not demand special attention to the expression abilities of the robot, but rather require attention to the abilities of being socially aware of the situation and reacting in accordance with it.
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