Why lonely people would prefer a robot over human interaction

Many lonely people would rather deal with a robot than have to interact with an actual human, according to new research co-led by the University of Essex.

Contrary to the common assumption that lonely people would relish opportunities to speak with another person, the reality is quite the opposite in certain scenarios.

The study, published in the Journal of Digital Economy, found that in service settings such as hotel check-ins or shops, many lonely individuals actually prefer interacting with service robots.

“This is not because they dislike people,” explained co-author Dr Min Yan, from Essex Business School, “but today’s world of information overload is making some people feel overwhelmed. Robots, however, provide a simpler, low-effort alternative without the weight of social expectations that a chat with another human can bring.”

The research, co-led by Dr Qionglei Yu and Dr Yu Ye from Newcastle University, and Professor Zhibin Lin from Durham University, highlighted this paradox which challenges conventional understanding about loneliness and how lonely people feel when it comes to talking to people.

Dr Yan added: “Loneliness can reduce an individual’s confidence in talking to others. Whilst human interaction is essential to society, in certain situations, technology can feel like a less emotionally taxing and a more manageable and appealing path for people who suffer from loneliness.

Despite the growing body of research on service robots and loneliness separately, little is known about whether loneliness shapes customers’ intention to use service robots. This research addresses the relationship.

During the online study, 354 participants were shown a video and photo scenario of a hotel check-in and asked to indicate their preference between a service robot and a human employee – despite both being equally capable of helping them.

Dr Yu added: “We found that lonely customers with a reduced need for interaction with other humans are more likely to use service robots as a means of avoiding human contact and conserving emotional resources. Recognising this is crucial not only for society, but also to help businesses design and use robots in ways that better fit a wide range of customers’ feelings and needs.”