Charting sequential person transfers between devices, agents, and robots

Abstract

In the not-so-distant future, people in service experiences are likely to interact with more than a single intelligent system, often se-quentially, including diferent robots and devices. However, there has been sparse work exploring the characteristics of transferring people from one intelligent system to another. This paper aims to create a context-independent taxonomy to diferentiate and catego-rize the transfer of users across robots, devices, and human staf in service interactions. We conducted two sets of design workshops where participants generated scenarios of human-multi-robot inter-actions and existing person transfers. Using the outcomes of both workshops, we analyzed scenarios and constructed a taxonomy for person transfers with 4-dimensions: Rationale, Type, Design, and Information Shared. We showcase diferent ways to utilize the taxonomy, and, through it, we discuss the trade-ofs and design considerations in the implementation of person transfers.