テキストカウンセリングにおける対話引き継ぎのための対話要約

抄録

In response to the rising demand for mental-health care and the concomitant shortage of counselors, research into AI counseling using Large Language Models(LLMs) has been progressing. However, AI risks giving inappropriate responses , and when a client confides a serious problem, it is necessary to replace the AI with a human counselor. In such cases, it is extremely important to summarize the dialogue history so that the succeeding counselor can quickly and accurately understand the context of the dialogue. Nevertheless, in counseling handover situations, the optimal summary format for facilitating a smooth AI-to-human transition and eliciting prompt, high-quality responses has not been sufficiently investigated. In this study, we propose an "dialogue format summary with final turn" as a summary format that naturally includes the final utterances in the dialogue history and the surrounding context. To evaluate the effectiveness of the proposed summary format, we conducted a response-generation experiment in which both LLMs and human counselors produced responses under multiple summarization formats. By measuring the quality of responses and the handoff time, we identify the summarization format that best facilitates a smooth handoff.