@inproceedings{parmar-mazumdar-2025-emotionally,
    title = "Emotionally Aware or Tone-Deaf? Evaluating Emotional Alignment in {LLM}-Based Conversational Recommendation Systems",
    author = "Parmar, Darshna  and
      Mazumdar, Pramit",
    editor = "Zhang, Chen  and
      Allaway, Emily  and
      Shen, Hua  and
      Miculicich, Lesly  and
      Li, Yinqiao  and
      M'hamdi, Meryem  and
      Limkonchotiwat, Peerat  and
      Bai, Richard He  and
      T.y.s.s., Santosh  and
      Han, Sophia Simeng  and
      Thapa, Surendrabikram  and
      Rim, Wiem Ben",
    booktitle = "Proceedings of the 9th Widening NLP Workshop",
    month = nov,
    year = "2025",
    address = "Suzhou, China",
    publisher = "Association for Computational Linguistics",
    url = "https://preview.aclanthology.org/ingest-emnlp/2025.winlp-main.26/",
    pages = "167--174",
    ISBN = "979-8-89176-351-7",
    abstract = "Recent advances in Large Language Models (LLMs) have enhanced the fluency and coherence of Conversational Recommendation Systems (CRSs), yet emotional intelligence remains a critical gap. In this study, we systematically evaluate the emotional behavior of six state-of-the-art LLMs in CRS settings using the ReDial and INSPIRED datasets. We propose an emotion-aware evaluation framework incorporating metrics such as Emotion Alignment, Emotion Flatness, and per-emotion F1-scores. Our analysis shows that most models frequently default to emotionally flat or mismatched responses, often misaligning with user affect (e.g., joy misread as neutral). We further examine patterns of emotional misalignment and their impact on user-centric qualities such as personalization, justification, and satisfaction. Through qualitative analysis, we demonstrate that emotionally aligned responses enhance user experience, while misalignments lead to loss of trust and relevance. This work highlights the need for emotion-aware design in CRS and provides actionable insights for improving affective sensitivity in LLM-generated recommendations."
}