相关论文: Evaluating Empathetic Chatbots in Customer Service…
In this paper, we present an end-to-end empathetic conversation agent CAiRE. Our system adapts TransferTransfo (Wolf et al., 2019) learning approach that fine-tunes a large-scale pre-trained language model with multi-task objectives:…
Domain specific chatbot applications often involve multi step interactions, such as refining search filters, selecting multiple items, or performing comparisons. Traditional graphical user interfaces (GUIs) handle these workflows by…
Publicly deploying research chatbots is a nuanced topic involving necessary risk-benefit analyses. While there have recently been frequent discussions on whether it is responsible to deploy such models, there has been far less focus on the…
Conversational agents increasingly mediate everyday digital interactions, yet the effects of their communication style on user experience and task success remain unclear. Addressing this gap, we describe the results of a between-subject…
Empathy is widely used in many disciplines such as philosophy, sociology, psychology, health care. Ability to empathise with software end-users seems to be a vital skill software developers should possess. This is because engineering…
Artificial intelligence systems increasingly involve continual learning to enable flexibility in general situations that are not encountered during system training. Human interaction with autonomous systems is broadly studied, but research…
Chatbots are emerging as a promising platform for accessing and delivering healthcare services. The evidence is in the growing number of publicly available chatbots aiming at taking an active role in the provision of prevention, diagnosis,…
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…
Humans are increasingly interacting with machines through language, sometimes in contexts where the user may not know they are talking to a machine (like over the phone or a text chatbot). We aim to understand how system designers and…
Artificial agents capable of understanding and aligning with others' intentions are essential for safe and socially robust artificial intelligence. We introduce a computational framework for empathy in active inference agents, grounded in…
With the development of online business, customer service agents gradually play a crucial role as an interface between the companies and their customers. Most companies spend a lot of time and effort on hiring and training customer service…
Large Language Models (LLMs) have demonstrated surprising performance on many tasks, including writing supportive messages that display empathy. Here, we had these models generate empathic messages in response to posts describing common…
Recent advances in deep neural networks, language modeling and language generation have introduced new ideas to the field of conversational agents. As a result, deep neural models such as sequence-to-sequence, Memory Networks, and the…
Social robots are expected to be a human labor support technology, and one application of them is an advertising medium in public spaces. When social robots provide information, such as recommended shops, adaptive communication according to…
Telling lies and faking emotions is quite common in human-human interactions: though there are risks, in many situations such behaviours provide social benefits. In recent years, there have been many social robots and chatbots that fake…
Many challenges remain before AI agents can be deployed in real-world environments. However, one virtue of such environments is that they are inherently multi-agent and contain human experts. Using advanced social intelligence in such an…
Personalized support is essential to fulfill individuals' emotional needs and sustain their mental well-being. Large language models (LLMs), with great customization flexibility, hold promises to enable individuals to create their own…
Service robots need to show appropriate social behaviour in order to be deployed in social environments such as healthcare, education, retail, etc. Some of the main capabilities that robots should have are navigation and conversational…
Existing goal-oriented dialogue datasets focus mainly on identifying slots and values. However, customer support interactions in reality often involve agents following multi-step procedures derived from explicitly-defined company policies…
A chatbot's personality design is key to interaction quality. As chatbots evolved from rule-based systems to those powered by large language models (LLMs), evaluating the effectiveness of their personality design has become increasingly…