CES

If you watched the news coming out of CES, you probably saw a robot named Ameca talking to attendees on the trade show floor.

The robot, whose human(ish) eyes and facial expressions had Elon Musk freaked out when it showed up on Twitter last December, went viral during CES in January as press and attendees tweeted out videos of the humanoid interacting with attendees.

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Ever since CES, I haven’t been able to shake the image of Ameca and wonder when we might see a robot like her at my corner restaurant. And, once humanoid robots start to show up in our restaurants, I can’t help but wonder how exactly consumers will feel about it? After all, it’s one thing to show off futuristic technology at a geek-filled conference like CES. It’s another to see it in your local restaurant.

Why wonder, you ask? After all, aren’t today’s front-of-house robots more R2D2 than C3PO, and didn’t a spokesperson for the company behind Ameca say it’s probably a decade before a robot like her is walking on the streets amongst us.

Because it’s only a matter of time. My guess is we’ll start to see humanoids like Ameca in customer service roles within five years, first in scenarios where interactions are limited to a focused topic (like ordering food) and the robot is either immobile (standing behind a register) or where mobility is limited to a small spacial terrain.

So if I am right and that’s the case, it’s worth asking: will consumers embrace or run away from humanoid robots working at their local restaurant?

Industry research would suggest it depends. In a research paper published in 2018 entitled “Human Or Robot? the Uncanny Valley in Consumer Robots”, researchers describe a test in which they showed participants images of three different customer service workers – a highly but imperfectly human-like robot, a human, and a human posing as a perfectly human-like robot – and told them a chain of stores is considering employing them.

The results showed people felt most comfortable with humans and least comfortable with almost-human robots. Interestingly, while respondents weren’t as comfortable with the perfectly human-like robot as they were humans, they did feel slightly more comfortable with perfectly human-like robots than ones that were slightly off. This suggested to the researchers that once consumers can no longer discern small differences that make a humanoid seem slightly uncanny, they become more comfortable.

The receptivity of humanoids might also depend on where people live. The same researchers conducted a test in the US and Japan where they showed survey respondents pictures of robots with moderate or high human likeness and also photos of humans. Japanese respondents tended to see the robots as significantly less uncanny than Americans and were more likely to see the robots as having more “human nature.”

Researchers theorized these differences in reactions between Japanese and US respondents might be cultural. They suggest that in countries like Japan where religions like Confucianism and Shinto teach that spirits live in both animate and inanimate objects, consumers may be more likely to grant human nature onto robots. They contrast this with the US, where Christianity, a religion that believes only humans have souls, is dominant.

While consumer perceptions tied to religious or local value systems are important, it’s also worth recognizing that collective perceptions in society do change over time. As robotics become more commonplace, everyday consumers may just become less freaked out about them. Today’s novelty could become tomorrow’s everyday reality, if you will.

And while only time will tell, my guess is operators might opt to be more conservative, at least in the near term, when deploying humanoid robots. After all, if almost-human robots freak out consumers, restaurant owners might be safer installing something closer to Chuck E. Cheese than some real-world version of the kid from Polar Express.