Transforming customer experience in social robotics through explainable and interpretable artificial intelligence over a decade

Over the past decade, the field of social robotics has witnessed significant advancements in enhancing user experience (UX) and customer experience (CX) through the integration of Explainable Artificial Intelligence (XAI) and Interpretable Artificial Intelligence (IAI). This research presents a review that examines the progress made over a decade (2015-2025) in developing frameworks for social robotics and human-robot interaction (HRI) that prioritize transparency, trust, and user engagement. The journey began with early efforts to equip social robots with internal needs and motivations, forming the basis for understandable self-explanations. As the field progressed, there was a shift towards more user-centered approaches, autonomous social behavior, and self-explanations. By the early 2020s, researchers had begun to focus on the specific applications of XAI and IAI in social robotics. Past studies have shown that explainable and interpretable AI systems in social robots contributed to sustained user engagement and improved CX over extended periods. Currently, by 2025, the field has matured considerably, with researchers developing comprehensive frameworks that seamlessly integrated UX/CX considerations in social robotics with an emphasis on ethical considerations and societal implications. This research highlights how the past decade has seen remarkable progress in enhancing UX/CX in social robotics through XAI and IAI.