Global Insights on Service Robots: YouTube Data Analysis Across Scenarios: Perspectives from Worldwide Users
Biyu Guan, Jie Lu, Yin Tang, Rui Long · 2024
With technological advancements, service robots are gradually replacing human employees in various service scenarios to provide customer service. This study aims to understand consumers' reactions to service robots in different scenarios worldwide by analyzing relevant comments on YouTube. Results based on topic modeling and sentiment analysis show that consumers generally have a more positive attitude towards service robots in airports compared to hotels and restaurants. Meanwhile, there are differences in attitudes towards service robots among consumers from different regions; Asian consumers have a more positive attitude towards service robots in restaurants and airports compared to European and American consumers, while European and American consumers are more positive towards hotel service robots than Asian consumers. Therefore, enterprises should (1) fully consider the impact of service scenarios on consumer attitudes when introducing service robots. For instance, prioritizing the deployment of service robots in utilitarian scenarios such as airports may be more conducive to enhancing customer satisfaction. (2) Pay attention to regional cultural differences and formulate differentiated strategies for Asian and European/American markets. (3) Continuously optimize the experience by collecting and analyzing consumer feedback to continuously improve service robots' functionality and service quality to gain recognition from more consumers.