Aleksi Hiltunen

Papers

Total Citations

H-Index

About

Aleksi Hiltunen is a researcher at the forefront of human-robot interaction, with a particular focus on the social and experiential dimensions of emerging technologies. Their work explores how social robots can serve as effective tools in customer service, retail, healthcare, and education, emphasizing the delicate balance between automation and meaningful human engagement. Hiltunen’s most cited paper, “Nice surprise, more present than a machine” (2018, 32 citations), investigates how robots’ human-like interaction capabilities can enhance customer satisfaction in simple, repetitive tasks, freeing human staff for more complex responsibilities. This research contributes to a growing understanding of how robotic presence is perceived and valued in real-world service contexts. Hiltunen’s work is notable for its nuanced approach to user experience, challenging assumptions about robotic efficiency by foregrounding the emotional and relational aspects of human-robot encounters. Their studies offer practical insights for designing socially aware robots that feel less like tools and more like collaborative partners. Through a blend of empirical research and critical reflection, Hiltunen is shaping how we think about the future of service work and the role of machines within it.