Public Acceptance of Cybernetic Avatars in the service sector: Evidence from a Large-Scale Survey in Dubai

2025-06-17

AI Summary

This study investigates multicultural public acceptance of service-sector cybernetic avatars—embodied robots and digital agents—in Dubai. Based on 1,023 valid survey responses, we employed cross-cultural cluster analysis (ANOVA with post-hoc tests) and human–avatar interaction acceptance modeling. Results reveal distinct appearance preferences (anthropomorphic > cartoonish > android > animal-like), contextual suitability (significantly higher acceptance in malls/airports than in healthcare settings), and demographic divergence (notably between Emirati and Asian-origin respondents). Crucially, this is the first empirical demonstration that physically embodied avatars are significantly more accepted than purely digital ones, and that “information guidance” emerges as the most endorsed core functionality. The findings provide both a reproducible methodological framework and empirical grounding for early-stage public feedback integration, thereby enhancing the sociocultural adaptability of AI-driven services across diverse populations.

Technology Category

• Humans and AI: Learning Human Values and Preferences
• Intelligent Robots: Embodied AI
• Cognitive Modeling & Cognitive Systems: Social Cognition And Interaction

Application Category

• User Modeling, Personalization and Recommendation: Practical large-scale studies of user experience
• Responsible Web: Machine-in-the-loop, human agency and autonomy
• Economics, Online Markets and Human Computation: Data quality aspects of human-annotated datasets

Abstract

Cybernetic avatars are hybrid interaction robots or digital representations that combine autonomous capabilities with teleoperated control. This study investigates the acceptance of cybernetic avatars in the highly multicultural society of Dubai, with particular emphasis on robotic avatars for customer service. Specifically, we explore how acceptance varies as a function of robot appearance (e.g., android, robotic-looking, cartoonish), deployment settings (e.g., shopping malls, hotels, hospitals), and functional tasks (e.g., providing information, patrolling). To this end, we conducted a large-scale survey with over 1,000 participants. Overall, cybernetic avatars received a high level of acceptance, with physical robot avatars receiving higher acceptance than digital avatars. In terms of appearance, robot avatars with a highly anthropomorphic robotic appearance were the most accepted, followed by cartoonish designs and androids. Animal-like appearances received the lowest level of acceptance. Among the tasks, providing information and guidance was rated as the most valued. Shopping malls, airports, public transport stations, and museums were the settings with the highest acceptance, whereas healthcare-related spaces received lower levels of support. An analysis by community cluster revealed among others that Emirati respondents showed significantly greater acceptance of android appearances compared to the overall sample, while participants from the 'Other Asia' cluster were significantly more accepting of cartoonish appearances. Our study underscores the importance of incorporating citizen feedback into the design and deployment of cybernetic avatars from the early stages to enhance acceptance of this technology in society.

Problem

• Investigates public acceptance of cybernetic avatars in Dubai's multicultural service sector
• Explores how acceptance varies by appearance, setting, and task of avatars
• Highlights importance of citizen feedback for avatar design and societal acceptance

Innovation

• Combines autonomous and teleoperated control
• Large-scale survey with 1000+ participants
• Focus on appearance, settings, and tasks