# Can Virtual Agents Care? Designing an Empathetic and Personalized LLM-Driven Conversational Agent

arXiv: https://arxiv.org/abs/2604.20948 · HTML: https://mlsanity.com/paper/2604.20948/

## Key facts

- No citing papers in the map yet (data through 14 Oct 2026).
- Placed in Medical and scientific domain agents, one of 16 directions in LLM agents and tool use.
- Builds on 11 of its 23 references that are in the map.
- First posted on arXiv 22 Apr 2026.

## Placed in

- LLM agents and tool use / [Medical and scientific domain agents](https://mlsanity.com/agents/medical-and-scientific-domain-agents/)

## Builds on (most cited first, 11 of 11)

- [SQuAD: 100,000+ Questions for Machine Comprehension of Text](https://mlsanity.com/paper/1606.05250/) (2016)
- [Robust Speech Recognition via Large-Scale Weak Supervision](https://mlsanity.com/paper/2212.04356/) (2022)
- [Dense Passage Retrieval for Open-Domain Question Answering](https://mlsanity.com/paper/2004.04906/) (2020)
- [REALM: Retrieval-Augmented Language Model Pre-Training](https://mlsanity.com/paper/2002.08909/) (2020)
- [WebGPT: Browser-assisted question-answering with human feedback](https://mlsanity.com/paper/2112.09332/) (2021)
- [Qwen3 Embedding: Advancing Text Embedding and Reranking Through Foundation Models](https://mlsanity.com/paper/2506.05176/) (2025)
- [Recipes for building an open-domain chatbot](https://mlsanity.com/paper/2004.13637/) (2020)
- [Towards a Human-like Open-Domain Chatbot](https://mlsanity.com/paper/2001.09977/) (2020)
- [MMTEB: Massive Multilingual Text Embedding Benchmark](https://mlsanity.com/paper/2502.13595/) (2025)
- [A Systematic Literature Review of User Trust in AI-Enabled Systems: An HCI Perspective](https://mlsanity.com/paper/2304.08795/) (2023)
- [CLAPNQ: Cohesive Long-form Answers from Passages in Natural Questions for RAG systems](https://mlsanity.com/paper/2404.02103/) (2024)

## Abstract (arXiv)

Mental health challenges are rising globally, while traditional support services face limited availability and high costs. Large language models offer potential for conversational support, but often lack personalization, empathy, and factual grounding. A virtual agent framework is introduced to provide empathetic, personalized, and reliable wellbeing support through retrieval-augmented architecture, structured memory, and multimodal interaction. Objective benchmarks demonstrate improved retrieval and response quality, particularly for smaller models. A cross-cultural study with university students from Vietnam and Australia shows the system outperforms LLM-only baselines in coherence, perceived accuracy, and empathy, with most participants clearly preferring the proposed approach.