arXiv:2601.18517cs.CL2026-01

用智能聊天机器人模拟真实客户,实时反馈咨询技巧。

GenAI for Social Work Field Education: Client Simulation with Real-Time Feedback

  • 构建动态客户模型,支持情绪与认知变化
  • 结合BERT分类与检索增强,准确识别咨询技能
  • 适合社工培训师和需练习对话技巧的学生

实地教育是社会工作教学的核心,但及时客观的反馈受限于导师与咨询客户的可及性。本文提出SWITCH社交工作互动训练聊天机器人,整合真实客户模拟、实时咨询技能分类与动机访谈(MI)进展系统。客户模型基于认知理论,包含静态属性(如背景、信念)和动态属性(如情绪、自动思维、开放度),使行为随会话演变更真实。技能分类模块分析用户语句,并将结果输入MI控制器以调控阶段转换。为提升分类精度,研究了基于检索的上下文学习与微调的BERT多标签分类器。实验表明,两种方法均显著优于基线。SWITCH提供可扩展、低成本且一致的训练流程,辅助实地教育,使督导能聚焦高层次指导。

原文摘要 · Abstract (English)

Field education is the signature pedagogy of social work, yet providing timely and objective feedback during training is constrained by the availability of instructors and counseling clients. In this paper, we present SWITCH, the Social Work Interactive Training Chatbot. SWITCH integrates realistic client simulation, real-time counseling skill classification, and a Motivational Interviewing (MI) progression system into the training workflow. To model a client, SWITCH uses a cognitively grounded profile comprising static fields (e.g., background, beliefs) and dynamic fields (e.g., emotions, automatic thoughts, openness), allowing the agent's behavior to evolve throughout a session realistically. The skill classification module identifies the counseling skills from the user utterances, and feeds the result to the MI controller that regulates the MI stage transitions. To enhance classification accuracy, we study in-context learning with retrieval over annotated transcripts, and a fine-tuned BERT multi-label classifier. In the experiments, we demonstrated that both BERT-based approach and in-context learning outperforms the baseline with big margin. SWITCH thereby offers a scalable, low-cost, and consistent training workflow that complements field education, and allows supervisors to focus on higher-level mentorship.

社会工作对话系统生成式AI

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