Mitigating Unhelpfulness in Emotional Support Conversations with Multifaceted AI Feedback

An emotional support conversation system aims to alleviate users' emotional distress and assist them in addressing their challenges. To generate supportive responses, it is critical to consider multiple factors such as empathy, support strategies, and response coherence, as established in prior methods. Nonetheless, previous models occasionally generate unhelpful responses, which intend to provide support but display counterproductive effects. According to psychology and communication theories, poor performance in just one contributing factor might cause a response to be unhelpful. From the …

challenges conversation conversations cs.cl empathy feedback generate multiple prior responses strategies support them