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Despite the continuing efforts to improve the engagingness and consistency of chit-chat dialogue systems, the majority of current work simply focus on mimicking human-like responses, leaving understudied the aspects of modeling…
We propose a new method to detect when users express the intent to leave a service, also known as churn. While previous work focuses solely on social media, we show that this intent can be detected in chatbot conversations. As companies…
Efforts have been made to make machines converse like humans in the past few decades. The recent techniques of Large Language Models (LLMs) make it possible to have human-like conversations with machines, but LLM's flaws of lacking…
As AI chatbots increasingly incorporate empathy, understanding user-centered perceptions of chatbot empathy and its impact on conversation quality remains essential yet under-explored. This study examines how chatbot identity and perceived…
Conversational assistants are being progressively adopted by the general population. However, they are not capable of handling complicated information-seeking tasks that involve multiple turns of information exchange. Due to the limited…
Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services,…
In this paper, we introduce EmpBot: an end-to-end empathetic chatbot. Empathetic conversational agents should not only understand what is being discussed, but also acknowledge the implied feelings of the conversation partner and respond…
Customer service is the lifeblood of any business. Excellent customer service not only generates return business but also creates new customers. Looking at the demanding market to provide a 24/7 service to customers, many organisations are…
Interview chatbots engage users in a text-based conversation to draw out their views and opinions. It is, however, challenging to build effective interview chatbots that can handle user free-text responses to open-ended questions and…
Any organization needs to improve their products, services, and processes. In this context, engaging with customers and understanding their journey is essential. Organizations have leveraged various techniques and technologies to support…
Conveying human goals to autonomous systems (AS) occurs both when the system is being designed and when it is being operated. The design-step conveyance is typically mediated by robotics and AI engineers, who must appropriately capture…
A chatbot that converses like a human should be goal-oriented (i.e., be purposeful in conversation), which is beyond language generation. However, existing dialogue systems often heavily rely on cumbersome hand-crafted rules or costly…
In recent years, chat-bot has become a new type of intelligent terminal to guide users to consume services. However, it is criticized most that the services it provides are not what users expect or most expect. This defect mostly dues to…
The addressee estimation (understanding to whom somebody is talking) is a fundamental task for human activity recognition in multi-party conversation scenarios. Specifically, in the field of human-robot interaction, it becomes even more…
In the era of digital transformation, customer service is of paramount importance to the success of organizations, and to meet the growing demand for immediate responses and personalized assistance 24 hours a day, chatbots have become a…
Most existing dialogue corpora and models have been designed to fit into 2 predominant categories : task-oriented dialogues portray functional goals, such as making a restaurant reservation or booking a plane ticket, while…
A proactive dialogue system has the ability to proactively lead the conversation. Different from the general chatbots which only react to the user, proactive dialogue systems can be used to achieve some goals, e.g., to recommend some items…
Why do users follow moral advice from chatbots? A chatbot is not an authoritative moral advisor, but it can generate seemingly plausible arguments. Users do not follow reasoned more readily than unreasoned advice, though, we find in an…
AI chatbots, built using large language models, are increasingly integrated into society and mimic the patterns of human text exchanges. While previous research has raised concerns that humans may form romantic attachment to chatbots, the…
A chatbot is perceived as more humanlike and likeable if it includes some jokes in its output. But most existing joke generators were not designed to be integrated into chatbots. This paper presents Witscript, a novel joke generation system…