Evaluating Empathetic Chatbots in Customer Service Settings

• URL: http://arxiv.org/abs/2101.01334v1
• Date: Tue, 5 Jan 2021 03:34:35 GMT
• Title: Evaluating Empathetic Chatbots in Customer Service Settings
• Authors: Akshay Agarwal, Shashank Maiya, Sonu Aggarwal
• Abstract summary: We show that a blended skills chatbots 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. 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.
• Score: 6.523873187705393
• License: http://creativecommons.org/licenses/by/4.0/
• Abstract: 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.

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