Warm-Intelligent Paradox: A Study of Usability and User Satisfaction in AI Education Companion Robots -Taking WhalesBot as an Example-

Artificial intelligence (AI) education companion robots are becoming vital tools for personalized, interactive learning by integrating AI, robotics, and educational content, yet the interplay of perceived intelligence and warmth (key dimensions from Mind Perception Theory) and their impact on user satisfaction in this unique educational context remain insufficiently understood. This study aimed to empirically test the hypothesis that simultaneously enhancing intelligent and warm characteristics maximizes user experience in educational AI, where balancing cognitive support and social interaction is crucial, by investigating the interaction between these perceptions and their influence on user satisfaction. Through usability testing and questionnaires with 352 users of the WhalesBot AI education companion robot, user perceptions of intelligence, warmth, empathy, value, and their effects on satisfaction were analyzed. Findings revealed that perceived intelligence positively influences user satisfaction, partially mediated by perceived empathy and value. However, a “warm-intelligent paradox” emerged: perceived warmth significantly moderated the intelligence-empathy link but not the intelligence-perceived value link, indicating warmth does not uniformly enhance intelligence's positive effects on value. This challenges the “more humanized is better” design concept. These results highlight the necessity for context-sensitive design strategies, suggesting user satisfaction in AI educational tools is optimized by carefully balancing perceived intelligence and warmth based on interaction goals, rather than their indiscriminate maximization.