mlsanityData to 7 Oct 2026

CASS: Towards Building a Social-Support Chatbot for Online Health Community

arXiv 2101.01583 ↗First posted 4 Jan 2021cs.HC cs.LGcited by 8

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Abstract (arXiv)

Chatbots systems, despite their popularity in today's HCI and CSCW research, fall short for one of the two reasons: 1) many of the systems use a rule-based dialog flow, thus they can only respond to a limited number of pre-defined inputs with pre-scripted responses; or 2) they are designed with a focus on single-user scenarios, thus it is unclear how these systems may affect other users or the community. In this paper, we develop a generalizable chatbot architecture (CASS) to provide social support for community members in an online health community. The CASS architecture is based on advanced neural network algorithms, thus it can handle new inputs from users and generate a variety of responses to them. CASS is also generalizable as it can be easily migrate to other online communities. With a follow-up field experiment, CASS is proven useful in supporting individual members who seek emotional support. Our work also contributes to fill the research gap on how a chatbot may influence the whole community's engagement.

Key facts. Cited by 8 papers in the map (data through 7 Oct 2026). Builds on 15 of its 135 references that are in the map. First posted on arXiv 4 Jan 2021.

Builds on

15 of 135 references.

References · 15

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  3. 2016Deep Reinforcement Learning for Dialogue Generationcited by 286
  4. 2018The Design and Implementation of XiaoIce, an Empathetic Social Chatbotcited by 172
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3 more
  1. 2019Not at Home on the Range: Peer Production and the Urban/Rural Dividecited by 6
  2. 2017DeepProbe: Information Directed Sequence Understanding and Chatbot Design via Recurrent Neural Networkscited by 4
  3. 2018The Lives of Botscited by 1

Built on by

Cited by year

Citing papers per year: 2021: 2; 2022: 1; 2023: 4; 2024: 1.

8 papers.

  1. 2021CEM: Commonsense-aware Empathetic Response Generationcited by 89
  2. 2021D2S: Document-to-Slide Generation Via Query-Based Text Summarizationcited by 48
  3. 2022CASE: Aligning Coarse-to-Fine Cognition and Affection for Empathetic Response Generationcited by 18
  4. 2023An Integrative Survey on Mental Health Conversational Agents to Bridge Computer Science and Medical Perspectivescited by 16
  5. 2023CAB: Empathetic Dialogue Generation with Cognition, Affection and Behaviorcited by 6
  6. 2024Exploiting Emotion-Semantic Correlations for Empathetic Response Generationcited by 5
  7. 2023E-CORE: Emotion Correlation Enhanced Empathetic Dialogue Generationcited by 4
  8. 2023Development and Evaluation of Three Chatbots for Postpartum Mood and Anxiety Disorderscited by 2