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Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy | Rasa Summit

Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy | Rasa Summit

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Will is a Ph.D. Candidate at the University of Washington, where his research focuses on enhancing empathy in text-based telehealth delivery through advances in mental state inference and conversational AI. As a researcher, he has published on a range of topics at the intersection of consumer health informatics and artificial intelligence. In his most recent venture, Will is co-founder of COCO, a startup that supports the needs of family caregivers through a human-AI hybrid approach to telenursing and virtual therapy. Outside of these roles, he has helped non-profits and startups ranging from seed to late stage develop their conversational AI strategies and is a regular contributor to the Rasa Open Source community.

Presented by Will Kearns Co-Founder & CTO COCO, University of Washington at the 2021 Rasa Summit https://rasa.com/summit/

Will is a Ph.D. Candidate at the University of Washington, where his research focuses on enhancing empathy in text-based telehealth delivery through advances in mental state inference and conversational AI. As a researcher, he has published on a range of topics at the intersection of consumer health informatics and artificial intelligence. In his most recent venture, Will is co-founder of COCO, a startup that supports the needs of family caregivers through a human-AI hybrid approach to telenursing and virtual therapy. Outside of these roles, he has helped non-profits and startups ranging from seed to late stage develop their conversational AI strategies and is a regular contributor to the Rasa Open Source community.

Presented by Will Kearns Co-Founder & CTO COCO, University of Washington at the 2021 Rasa Summit https://rasa.com/summit/

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Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy | Rasa Summit

  1. 1. Beyond Sentiment Analysis: Creating Engaging Conversational Experiences through Empathy Will Kearns Co-founder & CTO, COCO
  2. 2. A telenursing and virtual therapy platform for family caregivers: ● On-demand caregiving support ● Interactive health and wellness counseling
  3. 3. Overview ● Affective Intelligence ● Empathetic Dialog ● Integrating with Rasa
  4. 4. Terminology ● Natural Language Understanding (NLU) ● Intents ● Slots ● State Tracker ● Dialog Policies ● Natural Language Generation (NLG)
  5. 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. 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. 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. 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
  9. 9. Beyond Intents
  10. 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. 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. 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. 13. A commonsense knowledge base of if-then relationships between actors and agents ATOMIC
  14. 14. A commonsense reasoning from transformer based language models to infer knowledge beyond ATOMIC COMET
  15. 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. 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. 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. 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. 19. Ensure a smooth transition for the customer through contextual knowledge transfer from the bot to the operator Human Handoff
  20. 20. Summary ● Empathy can drastically change a user’s experience ● Empathy can be enhanced with AI both in human agents and chatbots
  21. 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. 22. Email: will@coco.health Linkedin: kearnsw Clubhouse: kearnsw Website: https://coco.health Contact info

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