Is it possible to integrate a humanoid social robot into the work processes or customer care in an official environment, e.g. in municipal offices? If so, what could such an application scenario look like and what skills would the robot need to have when interacting with human customers? What are requirements for this kind of interactions? We have devised an application scenario for such a case, determined the necessary or desirable capabilities of the robot, developed a corresponding robot application and carried out initial tests and evaluations in a project together with the Kiel City Council. One of the most important insights gained in the project was that a humanoid robot with natural language processing capabilities based on large language models as well as human-like gestures and posture changes (animations) proved to be much more preferred by users compared to standard browser-based solutions on tablets for an information system in the City Council. Furthermore, we propose a connection of the ACT-R cognitive architecture with the robot, where an ACT-R model is used in interaction with the robot application to cognitively process and enhance a dialogue between human and robot.

翻译：是否有可能将人形社交机器人整合到官方环境（例如市政办公室）的工作流程或客户服务中？如果可行，此类应用场景应如何设计？在与人类客户互动时，机器人需要具备哪些技能？这类交互需要满足哪些要求？我们为此类场景设计了一套应用方案，确定了机器人必需及期望具备的能力，开发了相应的机器人应用程序，并与基尔市议会合作开展了初步测试与评估。本项目获得的最重要发现之一是：在市议会信息系统应用中，基于大语言模型具备自然语言处理能力、并拥有人类姿态与动作变化（动画）的人形机器人，相比平板电脑上标准的浏览器解决方案更受用户青睐。此外，我们提出了将ACT-R认知架构与机器人连接的方案，通过ACT-R模型与机器人应用程序的交互，对人与机器人之间的对话进行认知处理与增强。