On June 30, 2022, the paper “Should Social Robots in Retail Manipulate Customers?” by Oliver Bendel and Liliana Margarida Dos Santos Alves was published on arxiv.org. It was presented at the AAAI 2022 Spring Symposium “How Fair is Fair? Achieving Wellbeing AI” at Stanford University and came in third place in the Best Presentation Awards. From the abstract: “Against the backdrop of structural changes in the retail trade, social robots have found their way into retail stores and shopping malls in order to attract, welcome, and greet customers; to inform them, advise them, and persuade them to make a purchase. Salespeople often have a broad knowledge of their product and rely on offering competent and honest advice, whether it be on shoes, clothing, or kitchen appliances. However, some frequently use sales tricks to secure purchases. The question arises of how consulting and sales robots should “behave”. Should they behave like human advisors and salespeople, i.e., occasionally manipulate customers? Or should they be more honest and reliable than us? This article tries to answer these questions. After explaining the basics, it evaluates a study in this context and gives recommendations for companies that want to use consulting and sales robots. Ultimately, fair, honest, and trustworthy robots in retail are a win-win situation for all concerned.” The paper will additionally be published in the proceedings volume of the symposium by the end of summer. It can be downloaded via arxiv.org/abs/2206.14571.
About Manipulative Robots in Retail
