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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…
Standard offline evaluations for language models -- a series of independent, state-less inferences made by models -- fail to capture how language models actually behave in practice, where personalization fundamentally alters model behavior.…
Conversation agents, commonly referred to as chatbots, are increasingly deployed in many domains to allow people to have a natural interaction while trying to solve a specific problem. Given their widespread use, it is important to provide…
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,…
Existing emotion-aware conversational models usually focus on controlling the response contents to align with a specific emotion class, whereas empathy is the ability to understand and concern the feelings and experience of others. Hence,…
Conversational AI chatbots have become increasingly common within the customer service industry. Despite improvements in their emotional development, they often lack the authenticity of real customer service interactions or the competence…
Driven by ongoing improvements in machine learning, chatbots have increasingly grown from experimental interface prototypes to reliable and robust tools for process automation. Building on these advances, companies have identified various…
Evaluating chatbot fairness is crucial given their rapid proliferation, yet typical chatbot tasks (e.g., resume writing, entertainment) diverge from the institutional decision-making tasks (e.g., resume screening) which have traditionally…
Social interactions promote well-being, yet barriers like geographic distance, time limitations, and mental health conditions can limit face-to-face interactions. Emotionally responsive AI systems, such as chatbots, offer new opportunities…
Using chatbots to deliver recommendations is increasingly popular. The design of recommendation chatbots has primarily been taking an information-centric approach by focusing on the recommended content per se. Limited attention is on how…
Task-based chatbots are software, typically embedded in real-world applications, that assist users in completing tasks through a conversational interface. As chatbots are gaining popularity, effectively assessing their quality has become…
Context: The advent of Large Language Model-driven tools like ChatGPT offers software engineers an interactive alternative to community question-answering (CQA) platforms like Stack Overflow. While Stack Overflow provides benefits from the…
In recent times, a large number of people have been involved in establishing their own businesses. Unlike humans, chatbots can serve multiple customers at a time, are available 24/7 and reply in less than a fraction of a second. Though…
This work compares user collaboration with conversational personal assistants vs. teams of expert chatbots. Two studies were performed to investigate whether each approach affects accomplishment of tasks and collaboration costs.…
User-configured chatbots built on top of large language models are increasingly available through centralized marketplaces such as OpenAI's GPT Store. While these platforms enforce usage policies intended to prevent harmful or inappropriate…
Conversational AI systems are becoming famous in day to day lives. In this paper, we are trying to address the following key question: To identify whether design, as well as development efforts for search oriented conversational AI are…
As people increasingly seek emotional support and companionship from AI chatbots, understanding how such interactions impact mental well-being becomes critical. We conducted a four-week randomized controlled experiment (n=981, >300k…
This paper investigates the empathetic responding capabilities of ChatGPT, particularly its latest iteration, GPT-4, in comparison to human-generated responses to a wide range of emotional scenarios, both positive and negative. We employ a…
The dynamics of human-AI communication have been reshaped by language models such as ChatGPT. However, extant research has primarily focused on dyadic communication, leaving much to be explored regarding the dynamics of human-AI…
Autonomous driving models should ideally be evaluated by deploying them on a fleet of physical vehicles in the real world. Unfortunately, this approach is not practical for the vast majority of researchers. An attractive alternative is to…