New Channels, New Possibilities:A typology and classification of social robots and their role in multi-channel public service delivery

In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replaceexisting channels. Given the variety of channels, we foresee challenges inincorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape. In this contribution we discuss the characteristics of what we call the fourthgeneration of public sector service channels: social robots. Based on a review ofrelevant literature we discuss their characteristics and place into multi-channelmodels of service delivery. We argue that social robots is not one homogenoustype of channels, but rather breaks down in different (sub)types of channels,each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.This is especially relevant given the current lack of evaluations of such models,the broad range of channels available, and their different stages of deploymentat governments around the world. Nevertheless, social robots offer anpotentially very relevant addition to the service level landscape.