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Online reviews play an integral part for success or failure of businesses. Prior to purchasing services or goods, customers first review the online comments submitted by previous customers. However, it is possible to superficially boost or…
Conversational AI models are becoming increasingly popular and are about to replace traditional search engines for information retrieval and product discovery. This raises concerns about monetization strategies and the potential for subtle…
Generative AI, including large language models (LLMs) have the potential -- and already are being used -- to increase the speed, scale, and types of unsafe conversations online. LLMs lower the barrier for entry for bad actors to create…
Embodied conversational agents (ECAs) are increasingly more realistic and capable of dynamic conversations. In online surveys, anthropomorphic agents could help address issues like careless responding and satisficing, which originate from…
To cooperate with humans effectively, virtual agents need to be able to understand and execute language instructions. A typical setup to achieve this is with a scripted teacher which guides a virtual agent using language instructions.…
In this study, we develop a dialogue system for a dialogue robot competition. In the system, the characteristics of sightseeing spots are expressed as "attribute vectors" in advance, and the user is questioned on the different attributes of…
Conversational agents (CAs) are increasingly embedded in daily life, yet their ability to navigate user emotions efficiently is still evolving. This study investigates how users with varying traits -- gender, personality, and cultural…
The prospect of combining human operators and virtual agents (bots) into an effective hybrid system that provides proper customer service to clients is promising yet challenging. The hybrid system decreases the customers' frustration when…
As artificial intelligence (AI) systems become increasingly embedded in everyday life, the ability of interactive agents to express empathy has become critical for effective human-AI interaction, particularly in emotionally sensitive…
Embodied agents designed to assist users with tasks must engage in natural language interactions, interpret instructions, execute actions, and communicate effectively to resolve issues. However, collecting large-scale, diverse datasets of…
Modern virtual personal assistants provide a convenient interface for completing daily tasks via voice commands. An important consideration for these assistants is the ability to recover from automatic speech recognition (ASR) and natural…
Open-domain dialogue agents must be able to converse about many topics while incorporating knowledge about the user into the conversation. In this work we address the acquisition of such knowledge, for personalization in downstream Web…
Fraud continues to proliferate online, from phishing and ransomware to impersonation scams. Yet automated prevention approaches adapt slowly and may not reliably protect users from falling prey to new scams. To better combat online scams,…
Recent work in open-domain conversational agents has demonstrated that significant improvements in model engagingness and humanness metrics can be achieved via massive scaling in both pre-training data and model size (Adiwardana et al.,…
We consider the problem of designing an artificial agent capable of interacting with humans in collaborative dialogue to produce creative, engaging narratives. In this task, the goal is to establish universe details, and to collaborate on…
Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the…
Call centers, in which human operators attend clients using textual chat, are very common in modern e-commerce. Training enough skilled operators who are able to provide good service is a challenge. We suggest an algorithm and a method to…
We often rely on our intuition to anticipate the direction of a conversation. Endowing automated systems with similar foresight can enable them to assist human-human interactions. Recent work on developing models with this predictive…
The performance of ChatGPT\copyright{} and other LLMs has improved tremendously, and in online environments, they are increasingly likely to be used in a wide variety of situations, such as ChatBot on web pages, call center operations using…
With the growing humanlike nature of dialog agents, people are now engaging in extended conversations that can stretch from brief moments to substantial periods of time. Understanding the factors that contribute to sustaining these…