# Towards Emotional Support Dialog Systems

arXiv: https://arxiv.org/abs/2106.01144 · HTML: https://mlsanity.com/paper/2106.01144/

## Key facts

- Cited by 299 papers in the map (data through 14 Oct 2026).
- Builds on 18 of its 42 references that are in the map.
- First posted on arXiv 2 Jun 2021.

## Builds on (most cited first, 18 of 18)

- [Adam: A Method for Stochastic Optimization](https://mlsanity.com/paper/1412.6980/) (2014)
- [The Curious Case of Neural Text Degeneration](https://mlsanity.com/paper/1904.09751/) (2019)
- [DialoGPT: Large-Scale Generative Pre-training for Conversational Response Generation](https://mlsanity.com/paper/1911.00536/) (2019)
- [DailyDialog: A Manually Labelled Multi-turn Dialogue Dataset](https://mlsanity.com/paper/1710.03957/) (2017)
- [Recipes for building an open-domain chatbot](https://mlsanity.com/paper/2004.13637/) (2020)
- [How NOT To Evaluate Your Dialogue System: An Empirical Study of Unsupervised Evaluation Metrics for Dialogue Response Generation](https://mlsanity.com/paper/1603.08023/) (2016)
- [A Computational Approach to Understanding Empathy Expressed in Text-Based Mental Health Support](https://mlsanity.com/paper/2009.08441/) (2020)
- [The Design and Implementation of XiaoIce, an Empathetic Social Chatbot](https://mlsanity.com/paper/1812.08989/) (2018)
- [Emotional Chatting Machine: Emotional Conversation Generation with Internal and External Memory](https://mlsanity.com/paper/1704.01074/) (2017)
- [Challenges in Building Intelligent Open-domain Dialog Systems](https://mlsanity.com/paper/1905.05709/) (2019)
- [MIME: MIMicking Emotions for Empathetic Response Generation](https://mlsanity.com/paper/2010.01454/) (2020)
- [MoEL: Mixture of Empathetic Listeners](https://mlsanity.com/paper/1908.07687/) (2019)
- [MojiTalk: Generating Emotional Responses at Scale](https://mlsanity.com/paper/1711.04090/) (2017)
- [Relevance of Unsupervised Metrics in Task-Oriented Dialogue for Evaluating Natural Language Generation](https://mlsanity.com/paper/1706.09799/) (2017)
- [Towards Persona-Based Empathetic Conversational Models](https://mlsanity.com/paper/2004.12316/) (2020)
- [CoMAE: A Multi-factor Hierarchical Framework for Empathetic Response Generation](https://mlsanity.com/paper/2105.08316/) (2021)
- [EmpTransfo: A Multi-head Transformer Architecture for Creating Empathetic Dialog Systems](https://mlsanity.com/paper/2003.02958/) (2020)
- [Expressive Interviewing: A Conversational System for Coping with COVID-19](https://mlsanity.com/paper/2007.03819/) (2020)

## Built on by (most cited first, 30 of 299)

- [Sentiment Analysis in the Era of Large Language Models: A Reality Check](https://mlsanity.com/paper/2305.15005/) (2023)
- [SoulChat: Improving LLMs' Empathy, Listening, and Comfort Abilities through Fine-tuning with Multi-turn Empathy Conversations](https://mlsanity.com/paper/2311.00273/) (2023)
- [ProsocialDialog: A Prosocial Backbone for Conversational Agents](https://mlsanity.com/paper/2205.12688/) (2022)
- [The Moral Integrity Corpus: A Benchmark for Ethical Dialogue Systems](https://mlsanity.com/paper/2204.03021/) (2022)
- [PsyQA: A Chinese Dataset for Generating Long Counseling Text for Mental Health Support](https://mlsanity.com/paper/2106.01702/) (2021)
- [CEM: Commonsense-aware Empathetic Response Generation](https://mlsanity.com/paper/2109.05739/) (2021)
- [CPsyCoun: A Report-based Multi-turn Dialogue Reconstruction and Evaluation Framework for Chinese Psychological Counseling](https://mlsanity.com/paper/2405.16433/) (2024)
- [MISC: A MIxed Strategy-Aware Model Integrating COMET for Emotional Support Conversation](https://mlsanity.com/paper/2203.13560/) (2022)
- [EduChat: A Large-Scale Language Model-based Chatbot System for Intelligent Education](https://mlsanity.com/paper/2308.02773/) (2023)
- [AugESC: Dialogue Augmentation with Large Language Models for Emotional Support Conversation](https://mlsanity.com/paper/2202.13047/) (2022)
- [Plug-and-Play Policy Planner for Large Language Model Powered Dialogue Agents](https://mlsanity.com/paper/2311.00262/) (2023)
- [Roleplay-doh: Enabling Domain-Experts to Create LLM-simulated Patients via Eliciting and Adhering to Principles](https://mlsanity.com/paper/2407.00870/) (2024)
- [Cue-CoT: Chain-of-thought Prompting for Responding to In-depth Dialogue Questions with LLMs](https://mlsanity.com/paper/2305.11792/) (2023)
- [Building Emotional Support Chatbots in the Era of LLMs](https://mlsanity.com/paper/2308.11584/) (2023)
- [Prompt-Based Monte-Carlo Tree Search for Goal-Oriented Dialogue Policy Planning](https://mlsanity.com/paper/2305.13660/) (2023)
- [Improving Multi-turn Emotional Support Dialogue Generation with Lookahead Strategy Planning](https://mlsanity.com/paper/2210.04242/) (2022)
- [CharacterChat: Learning towards Conversational AI with Personalized Social Support](https://mlsanity.com/paper/2308.10278/) (2023)
- [Control Globally, Understand Locally: A Global-to-Local Hierarchical Graph Network for Emotional Support Conversation](https://mlsanity.com/paper/2204.12749/) (2022)
- [Can Large Language Models be Good Emotional Supporter? Mitigating Preference Bias on Emotional Support Conversation](https://mlsanity.com/paper/2402.13211/) (2024)
- [Is ChatGPT Equipped with Emotional Dialogue Capabilities?](https://mlsanity.com/paper/2304.09582/) (2023)
- [EmoBench: Evaluating the Emotional Intelligence of Large Language Models](https://mlsanity.com/paper/2402.12071/) (2024)
- [Towards Human-centered Proactive Conversational Agents](https://mlsanity.com/paper/2404.12670/) (2024)
- [Grounding Gaps in Language Model Generations](https://mlsanity.com/paper/2311.09144/) (2023)
- [SMILE: Single-turn to Multi-turn Inclusive Language Expansion via ChatGPT for Mental Health Support](https://mlsanity.com/paper/2305.00450/) (2023)
- [ESCoT: Towards Interpretable Emotional Support Dialogue Systems](https://mlsanity.com/paper/2406.10960/) (2024)
- [CBT-LLM: A Chinese Large Language Model for Cognitive Behavioral Therapy-based Mental Health Question Answering](https://mlsanity.com/paper/2403.16008/) (2024)
- [ChatCounselor: A Large Language Models for Mental Health Support](https://mlsanity.com/paper/2309.15461/) (2023)
- [AffectGPT: A New Dataset, Model, and Benchmark for Emotion Understanding with Multimodal Large Language Models](https://mlsanity.com/paper/2501.16566/) (2025)
- [Knowledge-enhanced Mixed-initiative Dialogue System for Emotional Support Conversations](https://mlsanity.com/paper/2305.10172/) (2023)
- [PAL: Persona-Augmented Emotional Support Conversation Generation](https://mlsanity.com/paper/2212.09235/) (2022)

## Abstract (arXiv)

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 untouched. 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.