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Register a new userTowards Facilitating Empathic Conversations in Online Mental Health Support: A Reinforcement Learning Approach
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Added by
Ashish Sharma
Publication date
2021
fields
Informatics Engineering
and research's language is
English
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Online peer-to-peer support platforms enable conversations between millions of people who seek and provide mental health support. If successful, web-based mental health conversations could improve access to treatment and reduce the global disease burden. Psychologists have repeatedly demonstrated that empathy, the ability to understand and feel the emotions and experiences of others, is a key component leading to positive outcomes in supportive conversations. However, recent studies have shown that highly empathic conversations are rare in online mental health platforms. In this paper, we work towards improving empathy in online mental health support conversations. We introduce a new task of empathic rewriting which aims to transform low-empathy conversational posts to higher empathy. Learning such transformations is challenging and requires a deep understanding of empathy while maintaining conversation quality through text fluency and specificity to the conversational context. Here we propose PARTNER, a deep reinforcement learning agent that learns to make sentence-level edits to posts in order to increase the expressed level of empathy while maintaining conversation quality. Our RL agent leverages a policy network, based on a transformer language model adapted from GPT-2, which performs the dual task of generating candidate empathic sentences and adding those sentences at appropriate positions. During training, we reward transformations that increase empathy in posts while maintaining text fluency, context specificity and diversity. Through a combination of automatic and human evaluation, we demonstrate that PARTNER successfully generates more empathic, specific, and diverse responses and outperforms NLP methods from related tasks like style transfer and empathic dialogue generation. Our work has direct implications for facilitating empathic conversations on web-based platforms.
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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.
Many people struggling with mental health issues are unable to access adequate care due to high costs and a shortage of mental health professionals, leading to a global mental health crisis. Online mental health communities can help mitigate this crisis by offering a scalable, easily accessible alternative to in-person sessions with therapists or support groups. However, people seeking emotional or psychological support online may be especially vulnerable to the kinds of antisocial behavior that sometimes occur in online discussions. Moderation can improve online discourse quality, but we lack an understanding of its effects on online mental health conversations. In this work, we leveraged a natural experiment, occurring across 200,000 messages from 7,000 online mental health conversations, to evaluate the effects of moderation on online mental health discussions. We found that participation in group mental health discussions led to improvements in psychological perspective, and that these improvements were larger in moderated conversations. The presence of a moderator increased user engagement, encouraged users to discuss negative emotions more candidly, and dramatically reduced bad behavior among chat participants. Moderation also encouraged stronger linguistic coordination, which is indicative of trust building. In addition, moderators who remained active in conversations were especially successful in keeping conversations on topic. Our findings suggest that moderation can serve as a valuable tool to improve the efficacy and safety of online mental health conversations. Based on these findings, we discuss implications and trade-offs involved in designing effective online spaces for mental health support.
Chatbots systems, despite their popularity in todays HCI and CSCW research, fall short for one of the two reasons: 1) many of the systems use a rule-based dialog flow, thus they can only respond to a limited number of pre-defined inputs with pre-scripted responses; or 2) they are designed with a focus on single-user scenarios, thus it is unclear how these systems may affect other users or the community. In this paper, we develop a generalizable chatbot architecture (CASS) to provide social support for community members in an online health community. The CASS architecture is based on advanced neural network algorithms, thus it can handle new inputs from users and generate a variety of responses to them. CASS is also generalizable as it can be easily migrate to other online communities. With a follow-up field experiment, CASS is proven useful in supporting individual members who seek emotional support. Our work also contributes to fill the research gap on how a chatbot may influence the whole communitys engagement.
We introduce initial groundwork for estimating suicide risk and mental health in a deep learning framework. By modeling multiple conditions, the system learns to make predictions about suicide risk and mental health at a low false positive rate. Conditions are modeled as tasks in a multi-task learning (MTL) framework, with gender prediction as an additional auxiliary task. We demonstrate the effectiveness of multi-task learning by comparison to a well-tuned single-task baseline with the same number of parameters. Our best MTL model predicts potential suicide attempt, as well as the presence of atypical mental health, with AUC > 0.8. We also find additional large improvements using multi-task learning on mental health tasks with limited training data.
Reinforcement learning agents often forget details of the past, especially after delays or distractor tasks. Agents with common memory architectures struggle to recall and integrate across multiple timesteps of a past event, or even to recall the details of a single timestep that is followed by distractor tasks. To address these limitations, we propose a Hierarchical Transformer Memory (HTM), which helps agents to remember the past in detail. HTM stores memories by dividing the past into chunks, and recalls by first performing high-level attention over coarse summaries of the chunks, and then performing detailed attention within only the most relevant chunks. An agent with HTM can therefore mentally time-travel -- remember past events in detail without attending to all intervening events. We show that agents with HTM substantially outperform agents with other memory architectures at tasks requiring long-term recall, retention, or reasoning over memory. These include recalling where an object is hidden in a 3D environment, rapidly learning to navigate efficiently in a new neighborhood, and rapidly learning and retaining new object names. Agents with HTM can extrapolate to task sequences an order of magnitude longer than they were trained on, and can even generalize zero-shot from a meta-learning setting to maintaining knowledge across episodes. HTM improves agent sample efficiency, generalization, and generality (by solving tasks that previously required specialized architectures). Our work is a step towards agents that can learn, interact, and adapt in complex and temporally-extended environments.
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