Modeling Salesclerks’ Utterances in Bespoke Scenes and Experimental Evaluation of It Using a Communication Robot

Abstract

A paradigm shift is taking place from the era of buying common off-the-shelf products to that of buying personalized products. In this study, we modeled salesclerks’ utterances and performed experimental evaluation of using a communication robot in bespoke scenes, which is a sales method of customized products. First, we extracted the model of the expert salesclerks’ utterances that is useful for improving satisfaction in suit bespoke by comparison with novice salesclerks. Next, we modeled customers’ emotions evoked in bespoke scenes. Then, we analyzed how the robot’s speech based on the model of utterances evoked customers’ emotions. As a result, we revealed that the speech that encouraged the customer’s decision was useful for improving the customers’ satisfaction.