The Illusion of Empathy: How AI Chatbots Shape Conversation Perception

As AI chatbots become more human-like by incorporating empathy, understanding user-centered perceptions of chatbot empathy and its impact on conversation quality remains essential yet under-explored. This study examines how chatbot identity and perceived empathy influence users' overall conversation experience. Analyzing 155 conversations from two datasets, we found that while GPT-based chatbots were rated significantly higher in conversational quality, they were consistently perceived as less empathetic than human conversational partners. Empathy ratings from GPT-4o annotations aligned with users' ratings, reinforcing the perception of lower empathy in chatbots. In contrast, 3 out of 5 empathy models trained on human-human conversations detected no significant differences in empathy language between chatbots and humans. Our findings underscore the critical role of perceived empathy in shaping conversation quality, revealing that achieving high-quality human-AI interactions requires more than simply embedding empathetic language; it necessitates addressing the nuanced ways users interpret and experience empathy in conversations with chatbots.

The FIX Benchmark: Extracting Features Interpretable to eXperts

Feature-based methods are commonly used to explain model predictions, but these methods often implicitly assume that interpretable features are readily available. However, this is often not the case for high-dimensional data, and it can be hard even for domain experts to mathematically specify which features are important. Can we instead automatically extract collections or groups of features that are aligned with expert knowledge? To address this gap, we present FIX (Features Interpretable to eXperts), a benchmark for measuring how well a collection of features aligns with expert knowledge. In collaboration with domain experts, we have developed feature interpretability objectives across diverse real-world settings and unified them into a single framework that is the FIX benchmark. We find that popular feature-based explanation methods have poor alignment with expert-specified knowledge, highlighting the need for new methods that can better identify features interpretable to experts.

DiverseDialogue: A Methodology for Designing Chatbots with Human-Like Diversity

Large Language Models (LLMs), which simulate human users, are frequently employed to evaluate chatbots in applications such as tutoring and customer service. Effective evaluation necessitates a high degree of human-like diversity within these simulations. In this paper, we demonstrate that conversations generated by GPT-4o mini, when used as simulated human participants, systematically differ from those between actual humans across multiple linguistic features. These features include topic variation, lexical attributes, and both the average behavior and diversity (variance) of the language used. To address these discrepancies, we propose an approach that automatically generates prompts for user simulations by incorporating features derived from real human interactions, such as age, gender, emotional tone, and the topics discussed. We assess our approach using differential language analysis combined with deep linguistic inquiry. Our method of prompt optimization, tailored to target specific linguistic features, shows significant improvements. Specifically, it enhances the human-likeness of LLM chatbot conversations, increasing their linguistic diversity. On average, we observe a 54 percent reduction in the error of average features between human and LLM-generated conversations. This method of constructing chatbot sets with human-like diversity holds great potential for enhancing the evaluation process of user-facing bots.

Vernacular? I Barely Know Her: Challenges with Style Control and Stereotyping

Large Language Models (LLMs) are increasingly being used in educational and learning applications. Research has demonstrated that controlling for style, to fit the needs of the learner, fosters increased understanding, promotes inclusion, and helps with knowledge distillation. To understand the capabilities and limitations of contemporary LLMs in style control, we evaluated five state-of-the-art models: GPT-3.5, GPT-4, GPT-4o, Llama-3, and Mistral-instruct- 7B across two style control tasks. We observed significant inconsistencies in the first task, with model performances averaging between 5th and 8th grade reading levels for tasks intended for first-graders, and standard deviations up to 27.6. For our second task, we observed a statistically significant improvement in performance from 0.02 to 0.26. However, we find that even without stereotypes in reference texts, LLMs often generated culturally insensitive content during their tasks. We provide a thorough analysis and discussion of the results.

Building Knowledge-Guided Lexica to Model Cultural Variation

Cultural variation exists between nations (e.g., the United States vs. China), but also within regions (e.g., California vs. Texas, Los Angeles vs. San Francisco). Measuring this regional cultural variation can illuminate how and why people think and behave differently. Historically, it has been difficult to computationally model cultural variation due to a lack of training data and scalability constraints. In this work, we introduce a new research problem for the NLP community: How do we measure variation in cultural constructs across regions using language? We then provide a scalable solution: building knowledge-guided lexica to model cultural variation, encouraging future work at the intersection of NLP and cultural understanding. We also highlight modern LLMs' failure to measure cultural variation or generate culturally varied language.

Empirical influence functions to understand the logic of fine-tuning

Understanding the process of learning in neural networks is crucial for improving their performance and interpreting their behavior. This can be approximately understood by asking how a model's output is influenced when we fine-tune on a new training sample. There are desiderata for such influences, such as decreasing influence with semantic distance, sparseness, noise invariance, transitive causality, and logical consistency. Here we use the empirical influence measured using fine-tuning to demonstrate how individual training samples affect outputs. We show that these desiderata are violated for both for simple convolutional networks and for a modern LLM. We also illustrate how prompting can partially rescue this failure. Our paper presents an efficient and practical way of quantifying how well neural networks learn from fine-tuning stimuli. Our results suggest that popular models cannot generalize or perform logic in the way they appear to.

Language-based Valence and Arousal Expressions between the United States and China: a Cross-Cultural Examination

Although affective expressions of individuals have been extensively studied using social media, research has primarily focused on the Western context. There are substantial differences among cultures that contribute to their affective expressions. This paper examines the differences between Twitter (X) in the United States and Sina Weibo posts in China on two primary dimensions of affect - valence and arousal. We study the difference in the functional relationship between arousal and valence (so-called V-shaped) among individuals in the US and China and explore the associated content differences. Furthermore, we correlate word usage and topics in both platforms to interpret their differences. We observe that for Twitter users, the variation in emotional intensity is less distinct between negative and positive emotions compared to Weibo users, and there is a sharper escalation in arousal corresponding with heightened emotions. From language features, we discover that affective expressions are associated with personal life and feelings on Twitter, while on Weibo such discussions are about socio-political topics in the society. These results suggest a West-East difference in the V-shaped relationship between valence and arousal of affective expressions on social media influenced by content differences. Our findings have implications for applications and theories related to cultural differences in affective expressions.

Personalized Assignment to One of Many Treatment Arms via Regularized and Clustered Joint Assignment Forests

We consider learning personalized assignments to one of many treatment arms from a randomized controlled trial. Standard methods that estimate heterogeneous treatment effects separately for each arm may perform poorly in this case due to excess variance. We instead propose methods that pool information across treatment arms: First, we consider a regularized forest-based assignment algorithm based on greedy recursive partitioning that shrinks effect estimates across arms. Second, we augment our algorithm by a clustering scheme that combines treatment arms with consistently similar outcomes. In a simulation study, we compare the performance of these approaches to predicting arm-wise outcomes separately, and document gains of directly optimizing the treatment assignment with regularization and clustering. In a theoretical model, we illustrate how a high number of treatment arms makes finding the best arm hard, while we can achieve sizable utility gains from personalization by regularized optimization.

An Integrative Survey on Mental Health Conversational Agents to Bridge Computer Science and Medical Perspectives

Mental health conversational agents (a.k.a. chatbots) are widely studied for their potential to offer accessible support to those experiencing mental health challenges. Previous surveys on the topic primarily consider papers published in either computer science or medicine, leading to a divide in understanding and hindering the sharing of beneficial knowledge between both domains. To bridge this gap, we conduct a comprehensive literature review using the PRISMA framework, reviewing 534 papers published in both computer science and medicine. Our systematic review reveals 136 key papers on building mental health-related conversational agents with diverse characteristics of modeling and experimental design techniques. We find that computer science papers focus on LLM techniques and evaluating response quality using automated metrics with little attention to the application while medical papers use rule-based conversational agents and outcome metrics to measure the health outcomes of participants. Based on our findings on transparency, ethics, and cultural heterogeneity in this review, we provide a few recommendations to help bridge the disciplinary divide and enable the cross-disciplinary development of mental health conversational agents.

Comparing Styles across Languages

Understanding how styles differ across languages is advantageous for training both humans and computers to generate culturally appropriate text. We introduce an explanation framework to extract stylistic differences from multilingual LMs and compare styles across languages. Our framework (1) generates comprehensive style lexica in any language and (2) consolidates feature importances from LMs into comparable lexical categories. We apply this framework to compare politeness, creating the first holistic multilingual politeness dataset and exploring how politeness varies across four languages. Our approach enables an effective evaluation of how distinct linguistic categories contribute to stylistic variations and provides interpretable insights into how people communicate differently around the world.