![]() However, the latter is considered more likeable and, uniquely, increases people’s intention to use the robot. We find that a robot that identifies its mistake, and communicates its intention to rectify the situation, is considered by observers to be more capable than one that simply apologises for its mistake. We describe an experiment examining 326 people’s perceptions of a mobile guide robot that employs synthetic social behaviours to elicit trust in its use after error. A potential countermeasure, based on social psychological concepts of trust, is for robots to demonstrate self-awareness and ownership of their mistakes to mitigate the impact of errors and increase users’ affinity towards the robot. Such errors can have a harmful impact on a user’s trust and confidence in the technology, potentially reducing use and preventing full realisation of its benefits. As robots become more prevalent, particularly in complex public and domestic settings, they will be increasingly challenged by dynamic situations that could result in performance errors.
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