机器人拒绝任务时给出解释，能帮助用户逐步恢复信任。
When Robots Say No: Temporal Trust Recovery Through Explanation
- 机器人拒绝请求后提供理由，可促进信任随时间恢复
- 解释能显著缓解信任受损，但初期信任仍会下降
- 适合关注人机协作与可信机器人设计的研究者
具备一定自主性的移动机器人在高风险任务（如搜救和灭火）中具有显著优势。在人-机器人团队（HRT）中，机器人可有效协助搜索危险建筑。用户信任是实现高效协作的关键，但在任务过程中，信任可能受到损害。当团队成员分处不同位置、缺乏全局态势感知时，若机器人未立即响应用户请求而拒绝变更优先级，用户易对其可靠性产生怀疑。本文通过一项基于计算机的实验研究高风险人-机器人协作场景中的任务期间信任动态。38名参与者与一个机器人队友共同参与交互式灭火游戏，当机器人拒绝立即协助时发生信任违背事件。研究发现：当机器人提供拒绝原因的解释时，信任随时间恢复得更好，尽管初始信任下降程度与未提供解释的对照组相当。结果表明，任务中信任会因机器人延迟响应而显著波动，但若提供充分解释，信任损失可被有效缓解。
原文摘要 · Abstract (English)
Mobile robots with some degree of autonomy could deliver significant advantages in high-risk missions such as search and rescue and firefighting. Integrated into a human-robot team (HRT), robots could work effectively to help search hazardous buildings. User trust is a key enabler for HRT, but during a mission, trust can be damaged. With distributed situation awareness, such as when team members are working in different locations, users may be inclined to doubt a robot's integrity if it declines to immediately change its priorities on request. In this paper, we present the results of a computer-based study investigating on-mission trust dynamics in a high-stakes human-robot teaming scenario. Participants (n = 38) played an interactive firefighting game alongside a robot teammate, where a trust violation occurs owing to the robot declining to help the user immediately. We find that when the robot provides an explanation for declining to help, trust better recovers over time, albeit following an initial drop that is comparable to a baseline condition where an explanation for refusal is not provided. Our findings indicate that trust can vary significantly during a mission, notably when robots do not immediately respond to user requests, but that this trust violation can be largely ameliorated over time if adequate explanation is provided.
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