The World Health Organization (WHO) has significantly emphasized the need for mental health care. The social stigma associated with mental illness prevents individuals from addressing their issues and getting assistance. In such a scenario, the relevance of online counseling has increased dramatically. The feelings and attitudes that a client and a counselor express towards each other result in a higher or lower counseling experience. A counselor should be friendly and gain clients’ trust to make them share their problems comfortably. Thus, it is essential for the counselor to adequately comprehend the client’s emotions and ensure client’s welfare, i.e. s/he should adapt and deal with the clients politely and empathetically to provide a pleasant, cordial and personalized experience. Motivated by this, in this work, we attempt to build a novel Polite and empAthetic counseLing conversational agent PAL to lay down the counseling support to substance addict and crime victims. To have client’s emotion-based polite and empathetic responses, two counseling datasets laying down the counseling support to substance addicts and crime victims are annotated. These annotated datasets are used to build PAL in a reinforcement learning framework. A novel reward function is formulated to ensure correct politeness and empathy preferences as per client’s emotions with naturalness and non-repetitiveness in responses. Thorough automatic and human evaluation showcase the usefulness and strength of the designed novel reward function. Our proposed system is scalable and can be easily modified with different modules of preference models as per need.

The long-standing goal of Artificial Intelligence (AI) has been to create human-like conversational systems. Such systems should have the ability to develop an emotional connection with the users, consequently, emotion recognition in dialogues has gained popularity. Emotion detection in dialogues is a challenging task because humans usually convey multiple emotions with varying degrees of intensities in a single utterance. Moreover, emotion in an utterance of a dialogue may be dependent on previous utterances making the task more complex. Recently, emotion recognition in low-resource languages like Hindi has been in great demand. However, most of the existing datasets for multi-label emotion and intensity detection in conversations are in English. To this end, we propose a large conversational dataset in Hindi named EmoInHindi for multi-label emotion and intensity recognition in conversations containing 1,814 dialogues with a total of 44,247 utterances. We prepare our dataset in a Wizard-of-Oz manner for mental health and legal counselling of crime victims. Each utterance of dialogue is annotated with one or more emotion categories from 16 emotion labels including neutral and their corresponding intensity. We further propose strong contextual baselines that can detect the emotion(s) and corresponding emotional intensity of an utterance given the conversational context.