Emotionally Intelligent Task-oriented Dialogue Systems: Architecture, Representation, and Optimisation
This work addresses the problem of enhancing emotional intelligence in task-oriented dialogue systems for users, representing an incremental improvement by combining existing methods like LLMs and reinforcement learning.
The paper tackled the challenge of building emotionally intelligent task-oriented dialogue systems by proposing LUSTER, an LLM-based unified system with end-to-end reinforcement learning using short-term and long-term rewards, which resulted in more resilient and emotionally responsive systems.
Task-oriented dialogue (ToD) systems are designed to help users achieve specific goals through natural language interaction. While recent advances in large language models (LLMs) have significantly improved linguistic fluency and contextual understanding, building effective and emotionally intelligent ToD systems remains a complex challenge. Effective ToD systems must optimise for task success, emotional understanding and responsiveness, and precise information conveyance, all within inherently noisy and ambiguous conversational environments. In this work, we investigate architectural, representational, optimisational as well as emotional considerations of ToD systems. We set up systems covering these design considerations with a challenging evaluation environment composed of a natural-language user simulator coupled with an imperfect natural language understanding module. We propose \textbf{LUSTER}, an \textbf{L}LM-based \textbf{U}nified \textbf{S}ystem for \textbf{T}ask-oriented dialogue with \textbf{E}nd-to-end \textbf{R}einforcement learning with both short-term (user sentiment) and long-term (task success) rewards. Our findings demonstrate that combining LLM capability with structured reward modelling leads to more resilient and emotionally responsive ToD systems, offering a practical path forward for next-generation conversational agents.