A Computational Approach to Understanding Empathy Expressed in Text-Based Mental Health Support
Paul G. Allen School of Computer Science & Engineering, University of Washington（华盛顿大学保罗·G·艾伦计算机科学与工程学院）；Department of Psychiatry and Behavioral Sciences, University of Washington（华盛顿大学精神病学与行为科学系）；Department of Psychiatry and Behavioral Sciences, Stanford University（斯坦福大学精神病学与行为科学系）；Center for Biomedical Informatics Research, Stanford University（斯坦福大学生物医学信息学研究中心）
Ashish Sharma, Adam S. Miner, David C. Atkins, Tim Althoff
Empathy is critical to successful mental health support. Empathy measurement has predominantly occurred in synchronous, face-to-face settings, and may not translate to asynchronous, text-based contexts. Because millions of people use text-based platforms for mental health support, understanding empathy in these contexts is crucial. In this work, we present a computational approach to understanding how empathy is expressed in online mental health platforms. We develop a novel unifying theoretically-grounded framework for characterizing the communication of empathy in text-based conversations. We collect and share a corpus of 10k (post, response) pairs annotated using this empathy framework with supporting evidence for annotations (rationales). We develop a multi-task RoBERTa-based bi-encoder model for identifying empathy in conversations and extracting rationales underlying its predictions. Experiments demonstrate that our approach can effectively identify empathic conversations. We further apply this model to analyze 235k mental health interactions and show that users do not self-learn empathy over time, revealing opportunities for empathy training and feedback.
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New York University（纽约大学）；Grossman School of Medicine（格罗斯曼医学院）；Massachusetts Institute of Technology（麻省理工学院）；University of California, Los Angeles（加州大学洛杉矶分校）
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University of Florida（佛罗里达大学）；University of Kansas（堪萨斯大学）；University of Maryland（马里兰大学）；IIT Kharagpur（印度理工学院卡拉格普尔分校）
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Massachusetts Institute of Technology（麻省理工学院）；University of Washington（华盛顿大学）；Rensselaer Polytechnic Institute（伦斯勒理工学院）；Stanford University（斯坦福大学）；University of Massachusetts Lowell（马萨诸塞大学洛厄尔分校）；Northeastern University（东北大学）
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