arXiv
Open Access
2021
Evaluating Empathetic Chatbots in Customer Service Settings
Akshay Agarwal
Shashank Maiya
Sonu Aggarwal
Abstrak
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 blended skills chatbot model that responds to customer queries is more likely to resemble actual human agent response if it is trained to recognize emotion and exhibit appropriate empathy, than a model without such training. For our analysis, we leverage a Twitter customer service dataset containing several million customer<->agent dialog examples in customer service contexts from 20 well-known brands.
Topik & Kata Kunci
Penulis (3)
A
Akshay Agarwal
S
Shashank Maiya
S
Sonu Aggarwal
Akses Cepat
Informasi Jurnal
- Tahun Terbit
- 2021
- Bahasa
- en
- Sumber Database
- arXiv
- Akses
- Open Access ✓