Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy | Rasa Summit
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The document discusses creating empathetic conversational experiences through affective intelligence and mental state inference. It describes how sentiment analysis, emotion detection, and mental state tracking can be used to develop empathic dialog policies that improve the user's affective state. The system utilizes commonsense knowledge bases and reasoning to predict how events affect a user's emotions and motivations. The goal is to create more engaging experiences for users by understanding their perspective and responding supportively and understandingly.
Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy | Rasa Summit
- 1. Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy Will Kearns Co-founder & CTO, COCO
- 2. A telenursing and virtual therapy platform for family caregivers: ● On-demand caregiving support ● Interactive health and wellness counseling
- 3. Overview ● Affective Intelligence ● Empathetic Dialog ● Integrating with Rasa
- 4. Terminology ● Natural Language Understanding (NLU) ● Intents ● Slots ● State Tracker ● Dialog Policies ● Natural Language Generation (NLG)
- 5. Affective Empathy 💞😱 The ability to experience how someone else may feel in response to an event. Cognitive Empathy 🧠🧐 The ability to reason about how an event may likely affect the mental state of someone else.
- 6. Sentiment Analysis Custom Action Oh hi - I’m working late and haven't been able to get the paperwork to my child's doctor. Sentiment Analysis Text Response -0.75 -0.75 < -0.50 I’m sorry to hear that.
- 7. Button Selection Dialog Policy Tired Stretch Exercise Got it! Would you like to take a moment to do a stretching exercise to reboot your energy? Button Response
- 8. Emotion Detection Dialog Policy Tired It sounds like you may be feeling tired. Would you like to take a moment to do a stretching exercise to reboot your energy? Emotion Detection Text Response Oh hi - I’m working late and haven't been able to get the paperwork to my child's doctor. Stretch Exercise
- 10. Empathy Driven Dialog xReact: tired, overwhelmed xAttr: busy, dedicated xWant: to go home, finish work reschedule It sounds like you're busy and want to finish work and go home. Would you like me to check in again after dinner around 8pm with a meditation exercise to help ease your stress? Mental State Inference Empathic Policy Text Response Oh hi - I’m working late and haven't been able to get the paperwork to my child's doctor.
- 11. Mental State Inference Predict the effect of events on a user’s emotions, motivations, and perceptions. Context: What solutions have you tried? Utterance: I’m trying everything for Connor. Inference: The caregiver feels overwhelmed. (caregiver, feels, overwhelmed)
- 12. Language models (LMs) predict the next word in a sentence based on their distribution in a training dataset which may lack implicit knowledge Problem with LMs
- 13. A commonsense knowledge base of if-then relationships between actors and agents ATOMIC
- 14. A commonsense reasoning from transformer based language models to infer knowledge beyond ATOMIC COMET
- 15. We customize our NLU pipeline with a COMET Featurizer that extends the LanguageModelFeaturizer as well as another custom component for Mental State Inference. Mental State Tracking
- 16. Given a dialog context the empathic policy determines the best way to improve the user’s affective state Empathic Policy Inference: The caregiver feels overwhelmed. (caregiver, feels, overwhelmed) Action: Normalize Style: Supportive, Understanding
- 17. The act of communicating that users are not alone in their experience and that their reactions to situations are shared by others. Normalizing
- 18. The act of putting words to our emotions can shift activity from the amygdala to the left prefrontal cortex, reducing anxiety and anger. Affect Labeling
- 19. Ensure a smooth transition for the customer through contextual knowledge transfer from the bot to the operator Human Handoff
- 20. Summary ● Empathy can drastically change a user’s experience ● Empathy can be enhanced with AI both in human agents and chatbots
- 21. Weichao Yuwen, PhD, RN Clinical Co-Founder & CEO Nursing Informatics Sunny Cheng, PhD, RN Myra Divina, MS-CIPCT Meet Our Team Will Kearns, PhD Candidate Technical Co-Founder & CTO Human Centered Design Honson Ling Lukas Sexton Rosanna Liu Kelly Hou Software Development Nora Wang Stanley Wang Advisors/Mentors Teresa Ward Trevor Cohen Sponsors UW Comotion UW Population Health Initiative
- 22. Email: [email protected] Linkedin: kearnsw Clubhouse: kearnsw Website: https://coco.health Contact info