AI

Avatar remote control

The objective of this study was to improve the customer experience by focusing on the impact of avatar concierge solution on the quality of service perceived.

Main Applicant:

Etemad-Sajadi, R., EHL Hospitality Business School

Co-applicant(s):

Perez-Uribe, A. HEIG-VD

Partners:

J.C. Gostanian, Avatarion

Start and End Date:

01/04/2017 → 31/03/2019

External Funding:

INNOSUISSE

Project Description

The objective of this study was to improve the customer experience by focusing on the impact of avatar concierge solution on the quality of service perceived. This solution can provide a personalized service tailored to each individual. It can significantly increase the customer experience if it is well implemented. Therefore, we wanted to identify the quality of service provided by the robot. If the robot is not able to answer to a question with its knowledge, a human concierge can remote monitoring the robot. The “remote control 360°” is a demonstration of a Pepper robot, which can be controlled and moved by an agent with gestures in distance. Through telepresence, the Pepper robot mirrors the movement and gestures of the agent. With the telecommunication function, the robot can be used for a remote conversation with a personal and natural touch.

EHL Researcher Profiles