Remote Customer Service Interaction Using Avatar Robots: The Influence of Interpersonal Distance and Operator's Visibility

Abstract: This study aims to determine what constitutes a “good avatar-mediated interaction” during customer service. We experimentally investigated how changes in the surrounding environment during remote customer service via avatar robots affected the interaction. The nature of interactions involving avatar robots is significantly influenced by spatial factors. Specifically, the physical distance between the customer and robot as well as the robot’s camera angle can affect how the customer is perceived by the service provider, which may affect the quality of the interaction. However, these effects are not yet fully understood. The experiment was conducted in a controlled environment involving a participant playing the role of a customer and an avatar robot representing the service provider (who interacted with the customer through the robot). The customer was instructed to face and interact with the avatar robot, while the operator was connected remotely and responded through the robot. We collected speech data (audio and speech-to-text) from the simulated interactions along with eye-tracking data from the operator. After each trial, the participants provided subjective evaluations, including a score for the interaction (0–100; higher is better), stress level rating (0–100; higher is more stressful), and perceived sense of interpersonal distance (five-point scale from “very distant” to “very close”). The findings indicate that greater interpersonal distance between the customer and avatar robot tends to reduce stress. Customers also exhibit higher stress when seated, suggesting that posture influences their emotional responses. When the customer was outside the robot’s camera frame, the operator’s gaze was directed less frequently toward the control interface, implying a disruption in visual engagement. These results suggest that customer visibility and spatial positioning during remote service significantly influence interaction quality.

Keywords: Interaction, customer service, avatar robot, personal space, and visibility.

DOI: 10.54941/ahfe1006880

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