Service robots are increasingly being used in hotels, restaurants, or airports, where they take on tasks such as providing information or taking orders. However, digital helpers also make mistakes. A recent study by the University of Augsburg now shows that not only is error correction itself crucial – but also how the robot communicates.

The investigation focused on the question of how customers react to service errors and what role the design of robots plays in this. The result: A human-sounding voice can significantly strengthen the feeling of social support and improve the perception of the service.

Human-sounding communication can better cushion service errors

The researchers examined typical error situations in several experimental studies, such as incorrect orders in restaurants. It was found that customers perceived a robot's response as more supportive and empathetic when it spoke with a natural, human voice.

This effect was particularly relevant in situations without financial compensation. If no discount or compensation was offered, the type of communication gained significantly in importance. A human-sounding voice could then help to mitigate negative experiences and increase satisfaction with the company.

Interestingly, a more human-like appearance of the robot had no comparable effect. According to the researchers, the voice conveys social signals that determine whether a reaction is perceived as distant or supportive.

The results show that in the development of service robots, not only technical functionality or design is decisive. Especially in sensitive service situations, the linguistic and emotional design of the interaction plays a central role.

The study thus highlights how important social aspects are becoming in AI-supported service systems – especially where machines increasingly interact with humans.