research-article

Touch Your Heart: A Tone-aware Chatbot for Customer Care on Social Media

Authors:

Rama AkkirajuAuthors Info & Claims

CHI '18: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems

Paper No.: 415, Pages 1 - 12

https://doi.org/10.1145/3173574.3173989

Published: 21 April 2018 Publication History

Abstract

Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we create a novel tone-aware chatbot that generates toned responses to user requests on social media. We first conduct a formative research, in which the effects of tones are studied. Significant and various influences of different tones on user experience are uncovered in the study. With the knowledge of effects of tones, we design a deep learning based chatbot that takes tone information into account. We train our system on over 1.5 million real customer care conversations collected from Twitter. The evaluation reveals that our tone-aware chatbot generates as appropriate responses to user requests as human agents. More importantly, our chatbot is perceived to be even more empathetic than human agents.

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Cited By

Wang YLo C(2025)The effects of response time on older and young adults’ interaction experience with ChatbotBMC Psychology10.1186/s40359-025-02459-913:1Online publication date: 21-Feb-2025
https://doi.org/10.1186/s40359-025-02459-9
Huang GLin WLiu L(2025)Content-Aware Efficient Learner for Audio-Visual Emotion RecognitionSocial Robotics10.1007/978-981-96-1151-5_4(31-40)Online publication date: 7-Feb-2025
https://doi.org/10.1007/978-981-96-1151-5_4
Ankur Binwal (2024)Emotional Intelligence in Voice Assistants : Advancing Human-AI InteractionInternational Journal of Scientific Research in Computer Science, Engineering and Information Technology10.32628/CSEIT24105103910:5(513-523)Online publication date: 9-Oct-2024
https://doi.org/10.32628/CSEIT241051039
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Index Terms

Touch Your Heart: A Tone-aware Chatbot for Customer Care on Social Media
1. Human-centered computing
  1. Collaborative and social computing

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cover image ACM Conferences

CHI '18: Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems

April 2018

8489 pages

ISBN:9781450356206

DOI:10.1145/3173574

General Chairs:
Regan Mandryk
University of Saskatchewan, Canada
,
Mark Hancock
University of Waterloo, Canada
,
Program Chairs:
Mark Perry
Brunel University London, UK
,
Anna Cox
University College London, UK

Copyright © 2018 ACM.

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Published: 21 April 2018

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CHI '18 Paper Acceptance Rate 666 of 2,590 submissions, 26%;

Overall Acceptance Rate 6,199 of 26,314 submissions, 24%

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Cited By

Wang YLo C(2025)The effects of response time on older and young adults’ interaction experience with ChatbotBMC Psychology10.1186/s40359-025-02459-913:1Online publication date: 21-Feb-2025
https://doi.org/10.1186/s40359-025-02459-9
Huang GLin WLiu L(2025)Content-Aware Efficient Learner for Audio-Visual Emotion RecognitionSocial Robotics10.1007/978-981-96-1151-5_4(31-40)Online publication date: 7-Feb-2025
https://doi.org/10.1007/978-981-96-1151-5_4
Ankur Binwal (2024)Emotional Intelligence in Voice Assistants : Advancing Human-AI InteractionInternational Journal of Scientific Research in Computer Science, Engineering and Information Technology10.32628/CSEIT24105103910:5(513-523)Online publication date: 9-Oct-2024
https://doi.org/10.32628/CSEIT241051039
Ankur Binwal (2024)Emotional Intelligence in Voice Assistants : Advancing Human-AI InteractionInternational Journal of Scientific Research in Computer Science, Engineering and Information Technology10.32628/CSEIT24105102010:5(449-460)Online publication date: 9-Oct-2024
https://doi.org/10.32628/CSEIT241051020
Xu JLu LPeng XPang JDing JYang LSong HLi KSun XZhang S(2024)Data Set and Benchmark (MedGPTEval) to Evaluate Responses From Large Language Models in Medicine: Evaluation Development and ValidationJMIR Medical Informatics10.2196/5767412(e57674-e57674)Online publication date: 28-Jun-2024
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Rashik MJasim MKucher KSarvghad AMahyar N(2024)Beyond Text and Speech in Conversational Agents: Mapping the Design Space of AvatarsProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661563(1875-1894)Online publication date: 1-Jul-2024
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Somandepalli KSiy OJou B(2024)Relational Affect in Dyadic InteractionsExtended Abstracts of the CHI Conference on Human Factors in Computing Systems10.1145/3613905.3637206(1-9)Online publication date: 11-May-2024
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Schmidmaier MRupp JCvetanova DMayer S(2024)Perceived Empathy of Technology Scale (PETS): Measuring Empathy of Systems Toward the UserProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642035(1-18)Online publication date: 11-May-2024
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