This paper reports our development of a communication robot for use in a shopping mall to provide shopping information, offer route guidance, and build rapport. In the development, the major difficulties included sensing human behaviors, conversation in a noisy daily environment, and the needs of unexpected miscellaneous knowledge in the conversation. We chose a network-robot system approach, where a single robot's poor sensing capability and knowledge are supplemented by ubiquitous sensors and a human operator. The developed robot system detects a person with floor sensors to initiate interaction, identifies individuals with radio-frequency identification (RFID) tags, gives shopping information while chatting, and provides route guidance with deictic gestures. The robot was partially teleoperated to avoid the difficulty of speech recognition as well as to furnish a new kind of knowledge that only humans can flexibly provide. The information supplied by a human operator was later used to increase the robot's autonomy. For 25 days in a shopping mall, we conducted a field trial and gathered 2642 interactions. A total of 235 participants signed up to use RFID tags and, later, provided questionnaire responses. The questionnaire results are promising in terms of the visitors' perceived acceptability as well as the encouragement of their shopping activities. The results of the teleoperation analysis revealed that the amount of teleoperation gradually decreased, which is also promising.

To explore possible robot tasks in daily life, we developed a guide robot for a shopping mall and conducted a field trial with it. The robot was designed to interact naturally with customers and to affectively provide shopping information. It was also designed to repeatedly interact with people to build a rapport; since a shopping mall is a place people repeatedly visit, it provides the chance to explicitly design a robot for multiple interactions. For this capability, we used RFID tags for person identification. The robot was semi-autonomous, partially controlled by a human operator, to cope with the difficulty of speech recognition in a real environment and to handle unexpected situations.

In the near future, robots are expected to play active roles in human communities. After this time arrives, robots will need to be socially accepted by the people in the communities to which they belong. However, it remains unknown what issues must be resolved to make robots socially accepted. In this paper, we point out the three criteria with which people in communities evaluate a robot and three types of relations people have with the robot. We conducted a six-week study in an office to statistically test the relationship between the evaluations and how well a robot is accepted depending on relation types. We probe that by improving behaviors in the criteria the robot will be more accepted by each type of people. Then, the discussion are presented about the most important issues regarding the social acceptance of robots.