用情绪识别提升纠纷调解中的智能代理表现
Emotionally-Aware Agents for Dispute Resolution
- 基于对话文本分析情绪表达对纠纷结果的影响
- 大模型情绪强度标注比旧方法更接近人工判断
- 适用于需要情绪敏感的自动化纠纷处理场景
冲突中，情绪表达会影响对方的认知、感受和行为。本文探讨自动文本情绪识别在纠纷调解中的作用。现有研究显示其在谈判中有潜力，但纠纷情绪更强、社会互动更复杂。我们使用大规模买卖双方纠纷对话数据，研究情绪表达如何影响主观与客观结果。结果表明，大语言模型在情绪强度标注上显著优于以往方法，且与人类标注者判断更一致。研究支持现有理论关于情绪表达促进或缓解冲突的机制，并提示基于情绪感知的智能代理可有效管理情绪升级。
原文摘要 · Abstract (English)
In conflict, people use emotional expressions to shape their counterparts' thoughts, feelings, and actions. This paper explores whether automatic text emotion recognition offers insight into this influence in the context of dispute resolution. Prior work has shown the promise of such methods in negotiations; however, disputes evoke stronger emotions and different social processes. We use a large corpus of buyer-seller dispute dialogues to investigate how emotional expressions shape subjective and objective outcomes. We further demonstrate that large-language models yield considerably greater explanatory power than previous methods for emotion intensity annotation and better match the decisions of human annotators. Findings support existing theoretical models for how emotional expressions contribute to conflict escalation and resolution and suggest that agent-based systems could be useful in managing disputes by recognizing and potentially mitigating emotional escalation.
Thank you to arXiv for use of its open access interoperability. PaperDance 不是 arXiv 官方产品；中文卡片由大模型生成，请以原文为准。