Research On Human-Computer Interaction In Service Scenario And Analysis Of Influence Mechanism

With the birth and rapid development of various core technologies,Artificial Intelligence technology is leading a new wave of industrial transformation.In the field of service industry,various enterprises introduce "robot employees" to alleviate the pressure on the survival of the enterprise.Different from industrial robots that focus on functionality,service robots work on the front line of service.The interaction effect between service recipients and robots and their attitudes towards robot services determine the long-term development of service companies and intelligent service robots.This article sorted out the previous research and found that the humancomputer interaction research on service robots is still a relatively new field.The types of robots in existing research are mostly functional robots,and there are relatively few studies on service robots.Moreover,most scholars focus on the single factor of robots or users that affects the effect of humancomputer interaction,and rarely compare humans and robots.On the basis of predecessors,this article subdivides the service scenarios and introduces human elements into the comparative study of service robots.Through two empirical studies,it explores whether people have different preferences on different types of service models in different service scenarios,and establish an impact mechanism model to explain the reasons.Experiment 1 explored service preferences in different service scenarios.Using scenario simulation and questionnaire survey,a 2x3 intergroup experiment was carried out.A total of 222 valid questionnaires were collected,and the data were processed using multi-factor analysis of variance and simple effect analysis.After analysis,it is concluded that in the hedonic-dominated service scenario,the effect of pure human service is better;in the utilitarian-dominated service scenario,the effect of pure robot service is better;in any scenario,the effect of human-machine cooperation service is not as good as pure human service or pure robot service.Experiment 2 explored the influence mechanism of different service preferences in different service scenarios from the functional and emotional dimensions.On the basis of Experiment 1,the variables and items of the questionnaire were added and reissued.A total of 324 valid questionnaires were collected,and the data were processed and analyzed using structural equation model analysis,which verified the service preference impact model proposed in this study.The research in this article enriches the research related to the interaction effect of service robots to a certain extent,and attempts to explore the influencing factors of user behavior differences in multiple dimensions,providing a new perspective and direction for further understanding and predicting user behavior.