Effective question-asking is a crucial component of a successful conversational chatbot. It could help the bots manifest empathy and render the interaction more engaging by demonstrating attention to the speaker’s emotions. However, current dialog generation approaches do not model this subtle emotion regulation technique due to the lack of a taxonomy of questions and their purpose in social chitchat. To address this gap, we have developed an empathetic question taxonomy (EQT), with special attention paid to questions’ ability to capture communicative acts and their emotion-regulation intents. We further design a crowd-sourcing task to annotate a large subset of the EmpatheticDialogues dataset with the established labels. We use the crowd-annotated data to develop automatic labeling tools and produce labels for the whole dataset. Finally, we employ information visualization techniques to summarize co-occurrences of question acts and intents and their role in regulating interlocutor’s emotion. These results reveal important question-asking strategies in social dialogs. The EQT classification scheme can facilitate computational analysis of questions in datasets. More importantly, it can inform future efforts in empathetic question generation using neural or hybrid methods.

A significant limitation in developing therapeutic chatbots to support people going through psychological distress is the lack of high-quality, large-scale datasets capturing conversations between clients and trained counselors. As a remedy, researchers have focused their attention on scraping conversational data from peer support platforms such as Reddit. But the extent to which the responses from peers align with responses from trained counselors is understudied. We address this gap by analyzing the differences between responses from counselors and peers by getting trained counselors to annotate ≈17K such responses using Motivational Interviewing Treatment Integrity (MITI) code, a well-established behavioral coding system that differentiates between favorable and unfavorable responses. We developed an annotation pipeline with several stages of quality control. Due to its design, this method was able to achieve 97% of coverage, meaning that out of the 17.3K responses we successfully labeled 16.8K with a moderate agreement. We use this data to conclude the extent to which conversational data from peer support platforms align with real therapeutic conversations and discuss in what ways they can be exploited to train therapeutic chatbots.

Recent development in NLP shows a strong trend towards refining pre-trained models with a domain-specific dataset. This is especially the case for response generation where emotion plays an important role. However, existing empathetic datasets remain small, delaying research efforts in this area, for example, the development of emotion-aware chatbots. One main technical challenge has been the cost of manually annotating dialogues with the right emotion labels. In this paper, we describe a large-scale silver dataset consisting of 1M dialogues annotated with 32 fine-grained emotions, eight empathetic response intents, and the Neutral category. To achieve this goal, we have developed a novel data curation pipeline starting with a small seed of manually annotated data and eventually scaling it to a satisfactory size. We compare its quality against a state-of-the-art gold dataset using both offline experiments and visual validation methods. The resultant procedure can be used to create similar datasets in the same domain as well as in other domains.

Open-domain conversational agents or chatbots are becoming increasingly popular in the natural language processing community. One of the challenges is enabling them to converse in an empathetic manner. Current neural response generation methods rely solely on end-to-end learning from large scale conversation data to generate dialogues. This approach can produce socially unacceptable responses due to the lack of large-scale quality data used to train the neural models. However, recent work has shown the promise of combining dialogue act/intent modelling and neural response generation. This hybrid method improves the response quality of chatbots and makes them more controllable and interpretable. A key element in dialog intent modelling is the development of a taxonomy. Inspired by this idea, we have manually labeled 500 response intents using a subset of a sizeable empathetic dialogue dataset (25K dialogues). Our goal is to produce a large-scale taxonomy for empathetic response intents. Furthermore, using lexical and machine learning methods, we automatically analysed both speaker and listener utterances of the entire dataset with identified response intents and 32 emotion categories. Finally, we use information visualization methods to summarize emotional dialogue exchange patterns and their temporal progression. These results reveal novel and important empathy patterns in human-human open-domain conversations and can serve as heuristics for hybrid approaches.