# Can a Humanoid Robot be part of the Organizational Workforce? A User Study Leveraging Sentiment Analysis

## TL;DR

This paper investigates the integration of humanoid robots like Nadine into organizational work environments by analyzing customer interactions and feedback through sentiment analysis to assess their social and functional effectiveness.

## Contribution

It introduces a novel framework combining aspect extraction and sentiment analysis to evaluate customer feedback on humanoid robots in workplace settings.

## Key findings

- Humanoid robots can effectively handle social scenarios in workplaces.
- Customer feedback reveals key expectations and limitations of robots as employees.
- Sentic computing methods provide valuable insights into customer sentiments.

## Abstract

Hiring robots for the workplaces is a challenging task as robots have to cater to customer demands, follow organizational protocols and behave with social etiquette. In this study, we propose to have a humanoid social robot, Nadine, as a customer service agent in an open social work environment. The objective of this study is to analyze the effects of humanoid robots on customers at work environment, and see if it can handle social scenarios. We propose to evaluate these objectives through two modes, namely, survey questionnaire and customer feedback. We also propose a novel approach to analyze customer feedback data (text) using sentic computing methods. Specifically, we employ aspect extraction and sentiment analysis to analyze the data. From our framework, we detect sentiment associated to the aspects that mainly concerned the customers during their interaction. This allows us to understand customers expectations and current limitations of robots as employees.