Using Telepresence Robots for ICT Consultancy

Although the demand for Information and Communication Technology (ICT) consultants is currently growing, smaller ICT consulting companies face competitive pressure from larger international consulting firms, threatening their survival. Digital transformation with telepresence robots (TPRs) could help smaller consulting firms to address this situation, by increasing consulting efficiency while retaining direct personal contact with their customers. In this pilot study, we explored the feasibility of consulting via TPRs to support students who in turn used TPRs to solve their pair-programming tasks. In total 12 students and 1 teacher took part in the experiment. Their feedback was collected via focus group interviews and analyzed qualitatively. Although the use of TPRs was sometimes frustrating due to problems with audio and video, or due to TPRs’ inability to manipulate physical objects, the participants found their use justified in occasions where consulting activities extended into the physical room (e.g., lab supervision). TPRs were reported to improve social presence of TPR-mediated persons and facilitated making consulting contacts and decisions. However, for screen-based activities, the participants preferred classical methods, such as screen sharing.