Comparing empathetic versus solution-oriented service robots

Mathieu Lajante; Dewi Tojib; Mariam Hamam

doi:10.1007/978-3-031-75316-9_3-1

Comparing empathetic versus solution-oriented service robots

Mathieu Lajante
, Dewi Tojib
, Mariam Hamam

Department of Marketing

Research output: Chapter in Book/Report/Conference proceeding › Encyclopaedia / Dictionary Entry › Other › peer-review

Abstract

Service robots are increasingly integrated into various industries, enhancing human experiences and operational efficiency. This chapter examines the key distinctions between empathetic and solution-oriented service robots, focusing on their characteristics, applications, design, functionality, and implication considerations. Empathetic service robots are designed to engage emotionally with users, offering comfort, companionship, and emotional support. They rely on artificial intelligence (AI) to recognize and respond to human emotions, facilitating personalized and emotionally intelligent interactions. Conversely, solution-oriented robots prioritize efficiency, functionality, and task automation. Both robots benefit from AI and machine learning (ML), yet their development raises ethical concerns related to bias, transparency, and accountability. Understanding the advantages and limitations of both empathetic and solution-oriented robots is essential for ensuring their ethical development and implementation and maximizing their benefits across different sectors.

Original language	English
Title of host publication	Encyclopedia of Artificial Intelligence in Marketing
Editors	Riadh Lahari
Place of Publication	Cham Switzerland
Publisher	Springer
Number of pages	5
Edition	Living
ISBN (Electronic)	9783031753169
DOIs	https://doi.org/10.1007/978-3-031-75316-9_3-1
Publication status	Accepted/In press - 2025

Access to Document

10.1007/978-3-031-75316-9_3-1

Cite this

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