Response for customer harassment using information and communication technology: A case study of customer service robots for university library

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  • 情報技術を生かしたカスタマーハラスメント対策：大学図書館遠隔対応ロボットを例にして
  • ジョウホウ ギジュツ オ イカシタ カスタマーハラスメント タイサク : ダイガク トショカン エンカク タイオウ ロボット オ レイ ニ シテ

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<p>In this paper, we introduce a remote assistance robot for librarians in a university library. It is an important task for librarians to deal with users at the help desk and other situations where they deal with visitors. Librarians are highly specialized and often perform their duties away from the reception desk at the bookshelves, stacks, and offices. The reception desk may be unmanned, which may lead to lost opportunities from the users' perspective. In the paper, we introduce a remote reception system using an android robot that is currently in operation at the university library. Through the evaluation of the system through long-term operation experiments, we show the usability, acceptability, and effectiveness of the system.</p>

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