Using a Social Robot as a Hotel Assessment Tool

Abstract

This field study investigates the influence of social robots as a hotel assessment tool on hotel ratings. Based on media equation theory, it is assumed that social robots increase quality and quantity of hotel ratings by triggering politeness rules. We developed a robot application that allowed hotel guests to submit ratings on site together with the robot Pepper. Data from robot interactions are compared with data from TrustYou (online rating platform). Results show the potential of social robots as an assessment tool with a trend towards better overall rating when evaluating a hotel on a robot compared to a website.