Each utterance in multi-turn empathetic dialogues has features such as emotion, keywords, and utterance-level meaning. Feature transitions between utterances occur naturally. However, existing approaches fail to perceive the transitions because they extract features for the context at the coarse-grained level. To solve the above issue, we propose a novel approach of recognizing feature transitions between utterances, which helps understand the dialogue flow and better grasp the features of utterance that needs attention. Also, we introduce a response generation strategy to help focus on emotion and keywords related to appropriate features when generating responses. Experimental results show that our approach outperforms baselines and especially, achieves significant improvements on multi-turn dialogues.

The recent surge of text-based online counseling applications enables us to collect and analyze interactions between counselors and clients. A dataset of those interactions can be used to learn to automatically classify the client utterances into categories that help counselors in diagnosing client status and predicting counseling outcome. With proper anonymization, we collect counselor-client dialogues, define meaningful categories of client utterances with professional counselors, and develop a novel neural network model for classifying the client utterances. The central idea of our model, ConvMFiT, is a pre-trained conversation model which consists of a general language model built from an out-of-domain corpus and two role-specific language models built from unlabeled in-domain dialogues. The classification result shows that ConvMFiT outperforms state-of-the-art comparison models. Further, the attention weights in the learned model confirm that the model finds expected linguistic patterns for each category.