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Customer experience plays a critical role for a profitable organisation or company. A satisfied customer for a company corresponds to higher rates of customer retention, and better representation in the market. One way to improve customer…
We introduce a general-purpose, human-in-the-loop dual dialogue system to support mental health care professionals. The system, co-designed with care providers, is conceptualized to assist them in interacting with care seekers rather than…
Higher education instructors often lack timely and pedagogically grounded support, as scalable instructional guidance remains limited and existing tools rely on generic chatbot advice or non-scalable teaching center human-human…
Workplace learning is used to train employees systematically, e.g., via e-learning or in 1:1 training. However, this is often deemed ineffective and costly. Whereas pure e-learning lacks the possibility of conversational exercise and…
Can a robot be a personal dating coach? Even with the increasing amount of conversational data on the internet, the implementation of conversational robots remains a challenge. In particular, a detailed and professional counseling log is…
Large Language Models have demonstrated remarkable capabilities in open-domain dialogues. However, current methods exhibit suboptimal performance in service dialogues, as they rely on noisy, low-quality human conversation data. This…
When deploying autonomous agents in the real world, we need effective ways of communicating objectives to them. Traditional skill learning has revolved around reinforcement and imitation learning, each with rigid constraints on the format…
Social robots hold promise for reducing job interview anxiety, yet designing agents that provide both psychological safety and instructional guidance remains challenging. Through a three-phase iterative design study (N = 8), we empirically…
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…
A good dialogue agent should have the ability to interact with users by both responding to questions and by asking questions, and importantly to learn from both types of interaction. In this work, we explore this direction by designing a…
Virtual coaching has rapidly evolved into a foundational component of modern clinical practice. At a time when healthcare professionals are in short supply and the demand for low-cost treatments is ever-increasing, virtual health coaches…
Despite widespread interests in reinforcement-learning for task-oriented dialogue systems, several obstacles can frustrate research and development progress. First, reinforcement learners typically require interaction with the environment,…
Student simulation in online education is important to address dynamic learning behaviors of students with diverse backgrounds. Existing simulation models based on deep learning usually need massive training data, lacking prior knowledge in…
Computational thinking, and by extension, computer programming, is notoriously challenging to learn. Conversational agents and generative artificial intelligence (genAI) have the potential to facilitate this learning process by offering…
A common vision from science fiction is that robots will one day inhabit our physical spaces, sense the world as we do, assist our physical labours, and communicate with us through natural language. Here we study how to design artificial…
Neural end-to-end goal-oriented dialog systems showed promise to reduce the workload of human agents for customer service, as well as reduce wait time for users. However, their inability to handle new user behavior at deployment has limited…
Technical interviews are a critical yet stressful step in the hiring process for computer science graduates, often hindered by limited access to practice opportunities. This formative qualitative study (n=20) explores whether a multimodal…
Machine learning plays an increasing role in intelligent tutoring systems as both the amount of data available and specialization among students grow. Nowadays, these systems are frequently deployed on mobile applications. Users on such…
The use of virtual agents in social coaching has increased rapidly in the last decade. In order to train the user in different situations than can occur in real life, the virtual agent should be able to express different social attitudes.…
Building Agent Assistants that can help improve customer service support requires inputs from industry users and their customers, as well as knowledge about state-of-the-art Natural Language Processing (NLP) technology. We combine expertise…