“…Artificial empathy is, therefore, a crucial topic in social robotics (Asada 2015 ). Our literature review shows that ServBots can identify customers' emotions (Pasternak et al 2021 ; Rincon et al 2019 ) and react emotionally to customers' actions (Kerruish 2021 ; Dumouchel 2017 ), facial expressions of emotions (Chumkamon et al 2016 ; Bagheri et al 2021 ; Burns et al 2018 ), vocabulary (Fung et al 2016 ), voice, and level of arousal (De Carolis et al 2017 ). In turn, ServBots can manifest empathy to customers through an interface display (Kerruish et al 2021 ), facial expressions of emotions (Konijn and Hoorn 2020 ; Menne and Schwab 2018 ; Pasternak et al 2021 ), speech, and voice (James et al 2020 ), small social movements like nodding (Sakurai et al 2020 ), supportive behaviors (Leite et al 2013a , b , 2014 ), cuteness (Dumouchel 2017 ), and friendliness (Niculescu et al 2013 ).…”