Related papers: Detecting Egregious Conversations between Customer…

Advances in machine intelligence have enabled conversational interfaces that have the potential to radically change the way humans interact with machines. However, even with the progress in the abilities of these agents, there remain…

Customer service is a setting that calls for empathy in live human agent responses. Recent advances have demonstrated how open-domain chatbots can be trained to demonstrate empathy when responding to live human utterances. We show that a…

Due to the migration megatrend, efficient and effective second-language acquisition is vital. One proposed solution involves AI-enabled conversational agents for person-centered interactive language practice. We present results from ongoing…

Training agents to communicate with one another given task-based supervision only has attracted considerable attention recently, due to the growing interest in developing models for human-agent interaction. Prior work on the topic focused…

We present an end-to-end voice-based conversational agent that is able to engage in naturalistic multi-turn dialogue and align with the interlocutor's conversational style. The system uses a series of deep neural network components for…

Virtual humans need to be persuasive in order to promote behaviour change in human users. While several studies have focused on understanding the numerous aspects that influence the degree of persuasion, most of them are limited to dyadic…

With the development of the E-commerce and reviews website, the comment information is influencing people's life. More and more users share their consumption experience and evaluate the quality of commodity by comment. When people make a…

Attackers create adversarial text to deceive both human perception and the current AI systems to perform malicious purposes such as spam product reviews and fake political posts. We investigate the difference between the adversarial and the…

User intent understanding is a crucial step in designing both conversational agents and search engines. Detecting or inferring user intent is challenging, since the user utterances or queries can be short, ambiguous, and contextually…

Decision conferences are structured, collaborative meetings that bring together experts from various fields to address complex issues and reach a consensus on recommendations for future actions or policies. These conferences often rely on…

Exploring moral dilemmas allows individuals to navigate moral complexity, where a reversal in decision certainty, shifting toward the opposite of one's initial choice, could reflect open-mindedness and less rigidity. This study probes how…

A social interaction is a social exchange between two or more individuals,where individuals modify and adjust their behaviors in response to their interaction partners. Our social interactions are one of most fundamental aspects of our…

An agent may strategically employ a vague message to mislead an audience's belief about the state of the world, but this may cause the agent to feel guilt or negatively impact how the audience perceives the agent. Using a novel experimental…

Conversational agents participating in multi-party interactions face significant challenges in dialogue state tracking, since the identity of the speaker adds significant contextual meaning. It is common to utilise diarisation models to…

Understanding toxicity in user conversations is undoubtedly an important problem. Addressing "covert" or implicit cases of toxicity is particularly hard and requires context. Very few previous studies have analysed the influence of…

The recent emergence of deep learning methods has enabled the research community to achieve state-of-the art results in several domains including natural language processing. However, the current robocall system remains unstable and…

To foster effective human-agent interactions, designers must understand how vocal cues influence the perception of agent personality and the role of user-agent alignment in shaping these perceptions. In this work, we examine whether users…

Amid the rapid rise of agentic dialogue models, realistic user-simulator studies are essential for tuning effective conversation strategies. This work investigates a sales-oriented agent that adapts its dialogue based on user profiles…

This study investigates factors that may determine satisfaction in customer service operations. We utilized more than 170,000 online chat sessions between customers and agents to identify characteristics of chat sessions that incurred…

Recently, large language models have facilitated the emergence of highly intelligent conversational AI capable of engaging in human-like dialogues. However, a notable distinction lies in the fact that these AI models predominantly generate…