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Summary

This study introduces a novel approach to enhance chatbot empathy by designing utterances that convey the agent's capacity for feeling. Presenting empathy as a hearsay experience significantly improved user perception of the chatbot's cognitive empathy.

Keywords:
chatbotconversational agentconversational strategyconvey empathydialogue systemempathyhaving similar experienceuser experience understanding

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Area of Science:

  • Artificial Intelligence
  • Human-Computer Interaction
  • Computational Linguistics

Background:

  • The increasing naturalness of chatbot responses highlights the need for enhanced empathy in dialogue systems.
  • Current methods for imbuing chatbots with empathy often rely on imitating human empathetic expressions, lacking a clear theoretical basis.
  • The precise definition and design principles for empathetic utterances in text-based systems remain unclear.

Purpose of the Study:

  • To propose an utterance design that explicitly communicates an agent's ability to experience and feel empathy.
  • To investigate the impact of conveying the agent's rationale for empathy on user perception.
  • To improve the user's impression of receiving cognitive empathy from dialogue systems.

Main Methods:

  • Development of a system incorporating an experience database of pseudo-experiences and feelings.
  • Designing utterances that convey the agent's empathetic capabilities, distinguishing between self-experience and hearsay experience.
  • Evaluating different utterance designs to assess their effectiveness in improving user-perceived empathy.

Main Results:

  • Conveying the agent's empathetic rationale as a hearsay experience led to a more positive user impression compared to presenting it as the system's own experience.
  • The proposed empathetic utterance design, utilizing hearsay experience, was found to be effective.
  • This approach significantly improved users' perception of the system's cognitive empathy.

Conclusions:

  • An agent's ability to be perceived as an "experienceable Other" is crucial for performing empathy.
  • Communicating empathy through hearsay experience enhances user perception of a chatbot's cognitive empathy.
  • The developed utterance design offers a practical method for improving empathetic interactions in dialogue systems.