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arXiv · 2101.01334

Evaluating Empathetic Chatbots in Customer Service Settings

Akshay Agarwal·Shashank Maiya·Sonu Aggarwal
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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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Akshay Agarwal, Shashank Maiya, Sonu Aggarwal. 2021-01-05. Evaluating Empathetic Chatbots in Customer Service Settings. https://arxiv.org/abs/2101.01334

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