オンラインカウンセリングサービスにおける対話の好感度分析

抄録

In this paper, we analyze the characteristics of dialogues with high reputations using the dialogue data of online counseling services. Specifically, the dialogue data in the fortune-telling service and the evaluation data of the fortune-teller by the user were used. We analyzed words that are often used in dialogue, the length of dialogue exchanges, and the frequency of utterances, and obtained the following four findings regarding dialogue by highly evaluated fortune-tellers. First, a role as a counselor rather than fortune-telling itself is more important. Second, interjection words tend to be used. Third, there is a tendency for many statements to be made in succession at the end of the dialogue. These findings, such as avoiding excessive use of technical terms, proper usage of empathic expressions, and advice given at the end of the dialogue, are thought to provide important guidance for future automatic dialogue system development.