[3O1-OS-2c] 人間と共生する対話知能

[3O1-OS-2c-03] The Effect of Empathic Utterance based on Hearsay Experience for Chat-oriented Dialogue Systems

〇Hiromi Narimatsu¹, Hiroaki Sugiyama¹, Masahiro Mizukami¹, Tsunehiro Arimoto¹ (1. Nippon Telegraph and Telephone Corporation)

Keywords:Dialogue system, Empathetic dialogue, hearsay experience

As the response performance of text-based chat dialogue systems improves, the expectations for the empathy skills of dialogue systems are increasing. Recent research on chat dialog systems focusing on empathy skills has mainly focused on training neural models using a large number of human conversations, and it is not clear what kind of utterances can improve the user's impression of empathy. In this study, we propose a method in which the dialogue system presents its own experiences as a basis for empathy, focusing on "making users grasp the system as an experienceable Other," which is considered important for empathy. As a result of constructing and evaluating several systems with different ways of communicating the basis of empathy, we found that the user's impression of empathy improves when the system uses hearsay as a basis for empathy rather than its own experience as a basis to express empathy