Emotional support is a crucial ability for many conversation scenarios, including social interactions, mental health support, and customer service chats. Following reasonable procedures and using various support skills can help to effectively provide support. However, due to the lack of a well-designed task and corpora of effective emotional support conversations, research on building emotional support into dialog systems remains lacking. In this paper, we define the Emotional Support Conversation (ESC) task and propose an ESC Framework, which is grounded on the Helping Skills Theory. We construct an Emotion Support Conversation dataset (ESConv) with rich annotation (especially support strategy) in a help-seeker and supporter mode. To ensure a corpus of high-quality conversations that provide examples of effective emotional support, we take extensive effort to design training tutorials for supporters and several mechanisms for quality control during data collection. Finally, we evaluate state-of-the-art dialog models with respect to the ability to provide emotional support. Our results show the importance of support strategies in providing effective emotional support and the utility of ESConv in training more emotional support systems.

Suicide prevention hotline counselors aid individuals during difficult times through millions of calls and chats. A chatbot cannot safely replace a counselor, but we explore whether a chatbot can be developed to help train human counselors. Such a system needs to simulate intimate situations across multiple practice sessions. Open-domain dialogue systems frequently suffer from generic responses that do not characterize personal stories, so we look to infuse conversations with persona information by mimicking prototype conversations. Towards building a “Crisisbot” hotline visitor simulation, we propose a counseling strategy annotation scheme and a multi-task framework that leverages these counselor strategies to retrieve similar examples, generate diverse sub-utterances, and interleave prototype and generated sub-utterances into complex responses. We evaluate this framework with crowdworkers and experienced hotline counselors. The framework considerably increases response diversity and specificity, with limited impact to coherence. Our results also show a considerable discrepancy between crowdworker and counselor judgements, which emphasizes the importance of including target populations in system development and evaluation.

A fundamental challenge when training counselors is presenting novices with the opportunity to practice counseling distressed individuals without exacerbating a situation. Rather than replacing human empathy with an automated counselor, we propose simulating an individual in crisis so that human counselors in training can practice crisis counseling in a low-risk environment. Towards this end, we collect a dataset of suicide prevention counselor role-play transcripts and make initial steps towards constructing a CRISISbot for humans to counsel while in training. In this data-constrained setting, we evaluate the potential for message retrieval to construct a coherent chat agent in light of recent advances with text embedding methods. Our results show that embeddings can considerably improve retrieval approaches to make them competitive with generative models. By coherently retrieving messages, we can help counselors practice chatting in a low-risk environment.