[논문]레스토랑 서빙 로봇의 서비스 확장에 관한 연구 - 중국 베이징 하이디라오 스마트 레스토랑을 사례로 연구

조여기; 반영환

doi:10.15207/jkcs.2020.11.4.017

초록
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본 연구는 식당에서 사용하는 외식서빙 로봇의 서비스 절차 및 인터랙션 방식에 중점을 두고 연구한다. 사용자 설문조사,사용자를 관찰하고 고객과 레스토랑 종업원의 인터뷰를 통한 레스토랑 서빙 로봇과 고객의 교류방식을 분석하고 사용자 요구를 파악하기 위해 사용자 여정 지도를 구축한다. 또한 서비스 절차에서 배달 서비스 뿐만 아니라 주문 서비스, 접대 서비스 및 테이블 정리 등을 모두 서비스 로봇이 행하는 것을 의도한다.최종 제안 연구 목적은 기존의 서빙 로봇 GUI을 개선하고 새로운 서비스 청사진을 설계하는 것이다.

Abstract ▼ AI-Helper

This study focuses on the analysis of the service process and interaction mode of the serving robot used in the restaurant, Through user research, shadowing research and indepth interviews with customers and catering service personnel, this paper analyzes the contact points between catering service ...

This study focuses on the analysis of the service process and interaction mode of the serving robot used in the restaurant, Through user research, shadowing research and indepth interviews with customers and catering service personnel, this paper analyzes the contact points between catering service machines, people and users, constructs user journey map to understand users' expectations. In addition to the delivery service that can be allocated to the machine and people, the blueprint construction of ordering, reception and table cleaning services can also included in the service process. The final proposal is to improve the existing machine human interface and design a new service scheme.

주제어

표/그림 (11)

표 Table 1. Fully autonomous commercial service robot product hardware parameters
표 Table 2. Findings of services customers want from robots
그림 Fig. 1. User behavior survey data.
그림 Fig. 2. Serving robot User Journey Map
그림 Fig. 3. Service blueprint for the robot restaurant mode improvement proposal.
그림 Fig. 4. UI design of robot receiving customers starting interface
그림 Fig. 5. UI design of robot arriving at the assigned posts
표 Fig. 6. UI design of robot voice self service
그림 Fig. 8. UI design of robot cleaning end interface
표 Table 3. Questions frequently asked by customers
표 Fig. 7. UI design of robot cleaning starting interface

AI 본문요약
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문제 정의

Based on the user behavior research and user journey map in the service design methodology, this study aims to explore the services of delivery service robot, including meal delivery service, other service contacts and solutions in the whole process. The research results of this study are as follows: first of all, through user visit, user behavior survey and user journey map, it can be concluded that in the current robot restaurant environment, the reception of customers, simple voice Q & A and cleaning work can be replaced by the delivery robot, and the corresponding robot functional interaction prototype interface is made.
Pellerin [8] proposed that the technical and social evaluation of introducing robots in the service industry should not just derive from the seniors’ perspective, but also the opinions of the entire business team. Therefore, this study will focus on the contact point between customers and service personnel and catering robot in the process of dining, and improve the existing service system, so that people can use the catering intelligent robot, reduce the labor cost and achieve the purpose of sustainable productio.
This study aims to analyze customers' contact points with robots throughout the meal, so as to put forward proposals that help to improve users’ satisfaction.
This study takes Haidilao Hot Pot Intelligent Restaurant in Beijing, as the research site to clarify the contact points between the restaurant robot and the user through shadow research. The details are as follows: customers first make reservations through Haidilao WeChat Official Account and then come to the restaurant to take their number on the ticket vending machine and wait in the waiting area of the restaurant.

제안 방법

Secondly , to visit restaurants that use robots in China and Korea, and analyze their service modes. Meanwhile, to conduct in depth interview, shadow survey and satisfaction review on service personnel and customers, so as to analyze the contact points ofusers and robots,byconstructing the user journey map and extracting current pain points from user use scenes, to put forward the improved plans and future research direction.

대상 데이터

During the investigation, the main investigation items were the customers' experience of the existing service of the restaurant service robot during the dining process of the restaurant.
From November 13, 2019 to November 20, 2019, there are 30 persons that have been interviewed in total, including 10 waiters, 17 customers and 3 related experts.

이론/모형

The proposal in this study takes the keenon robot used in Haidilao Hot Pot Intelligent Restaurant in Beijing, as an example. Throughout the whole meal, guest reception, food delivery, voice self-service and partial functions of cleaning provided by waiters before will be replaced by restaurant robots.

성능/효과

3) If the robot breaksdown,it will cost a relatively high maintenance price.
The research results of this study are as follows: first of all, through user visit, user behavior survey and user journey map, it can be concluded that in the current robot restaurant environment, the reception of customers, simple voice Q & A and cleaning work can be replaced by the delivery robot, and the corresponding robot functional interaction prototype interface is made.

후속연구

In the new proposal, it is hoped that the restaurant service robot will add the function of receiving customer,self-service voice function and cleaning function based on existing technology.
It is expected that experiments of a certain scale can be carried out in the future for the proposal put forward in this paper, and the proposal content can be made into a questionnaire to collect customers’ feedback and advice at a specific intelligent restaurant as the experiment site, in addition, the work efficiency of waiters and the data of sales revenue can be assessed, based on which further study can be carried out.

참고문헌 (15)

Huangxiang Chen,(2012),The past, present and future of robots.
Habel, C. (2009). Mensch-Roboter-Interaktion. Seminar, Sommerse mester 2009.
Chien-Jung Lai & Ching-Pei Tsai. (2018). Design of Introducing Service Robot into Catering Services. Proceedings of the 2018 International Conference on Service Robotics Technologies, 2018(3), 62-66. DOI : 10.1145/3208833.3208837
Wei Xu. (2016). The Exploration of Robot Used in Hot Pot. Techniques of Automation and Applications, 35(12), 141-144. DOI : 10.3969/j.issn.1003-7241.2016.12.037
Xiaoqin Song. (2019). Robots in the age of artificial int elligence. China New Time, 2019(5), 28-32. DOI : 10.3969/j.issn.1671-8399.2019.05.006
Decker, M.,Fischer, M.. & Ott, I. (2017). Service robotics and human labor: a first technology assessment of substitution and cooperation, Robotics and Autonomous Systems, 87, 348-354.

상세보기
Severinson-Eklundh, K., Green, A. & Hu ttenrauch, H. (2003). Social and collaborative aspects of intera ction with a service robot, Robotics and Autonomous Systems, 42, 223-234.

상세보기
Pellerin, C. (1993). Service robots: clean up in the 1990s, The Industrial Robot, 20(15), 18-21.
Junqi Ma. (1997). SERVICE ROBOT.JOURNAL OF KUNMING UNIVERSITY OF SCIENCE AND TECHNOLOGY, 34-38.
Guang Mingxiong, Tao Zhao, Jianwei Gong & Junyao Gao. (2007). Development Status and Several Problems of Service Robots.MACHINE TOOL & HYDRAULICS, 35(3), 212-215,220. DOI :10.3969/j.issn.1001-3881.2007.03.075
Keenon. homepage. [Online]. http://www.keenonrobot.com/
Tensorflow Chinese community. [Online]. http://www.tensorfly.cn/tfdoc/tutorials/overview.html
Microsoft azure. homepage. [Online]. https://azure.microsoft.com/zh-cn/overview/
Shixuan Liu.(2018).The application and development prospect of service robot in the future.The road to success,2018(3):24-25 DOI :10.3969/j.issn.1008-3561.2018.03.022
ZhouzhouLu. (2015). Application Analysis of Restaurant Service Robot. Technology Wind, 2015(15), 122-123. DOI : 10.19392/j.cnki.1671-7341.2015.15.102

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연합인증

레스토랑 서빙 로봇의 서비스 확장에 관한 연구 - 중국 베이징 하이디라오 스마트 레스토랑을 사례로 연구
Research on Service Extensior of Restaurant Serving Robot - Taking Haidilao Hot Pot Intelligent Restaurant in Beijing as an Example 원문보기

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레스토랑 서빙 로봇의 서비스 확장에 관한 연구 - 중국 베이징 하이디라오 스마트 레스토랑을 사례로 연구 Research on Service Extensior of Restaurant Serving Robot - Taking Haidilao Hot Pot Intelligent Restaurant in Beijing as an Example 원문보기

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