People Innovation Excellence

Polite Robot Overlords Will Be More Persuasive

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Baking cupcakes can be as much a matter of social interaction as it is a mechanical exercise. Never is this more true than when your kitchen partner is a robot. Their always-right, ego-deflating advice can be off-putting, reports social psychologistSara Kiesler and her colleagues from Carnegie Mellon University, in Pittsburgh. But having them employ a different type of rhetoric could help soften the blow.

In one study, Kiesler’s former student Cristen Torrey, now at Adobe, observed how expert bakers shared advice with less-experienced volunteers. She recorded the interactions and extracted a few different approaches the experts used. For instance, “likable people equivocate when they are giving help,” Kiesler says. That is, they say things such as “Maybe you can try X” rather than simply “Do X.” They also soften their advice with extraneous words such as “Well, so, you can try X.” [Read More]


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