Human Trust After Robot Mistakes: Study of the Effects of Different Forms of Robot Communication

Collaborative robots that work alongside humans will experience service breakdowns and make mistakes. These robotic failures can cause a degradation of trust between the robot and the community being served. A loss of trust may impact whether a user continues to rely on the robot for assistance. In order to improve the teaming capabilities between humans and robots, forms of communication that aid in developing and maintaining trust need to be investigated. In our study, we identify four forms of communication which dictate the timing of information given and type of initiation used by a robot. We investigate the effect that these forms of communication have on trust with and without robot mistakes during a cooperative task. Participants played a memory task game with the help of a humanoid robot that was designed to make mistakes after a certain amount of time passed. The results showed that participants' trust in the robot was better preserved when that robot offered advice only upon request as opposed to when the robot took initiative to give advice.