When and How to Express Empathy in Human-Robot Interaction Scenarios

Abstract-- Incorporating empathetic behavior into robots can improve their social effectiveness and interaction quality. In this paper, we present whEE (when and how to express empathy), a framework that enables social robots to detect when empathy is needed and generate appropriate responses. Using large language models, whEE identifies key behavioral empathy cues in human interactions. We evaluate it in human-robot interaction scenarios with our social robot, Haru. Results show that whEE effectively identifies and responds to empathy cues, providing valuable insights for designing social robots capable of adaptively modulating their empathy levels across various interaction contexts. In most scenarios, Large Language Models (LLMs) represent the state-of-the-art approach for classifying empathy [1], [2] and generating empathetic responses [3], [4]. However, the development of robots capable of dynamically adjusting their level of empathy based on the context remains an underexplored area [5]. To this end, we introduce whEE (when and how to express empathy), an empathy framework that provides guidelines on when robots should respond empathetically and how to achieve it. Using our framework, we analyze the utterances of speakers and listeners in dyadic and group conversations with varying levels of empathy. Our analysis identifies key empathy cues that indicate when a speaker seeks an empathetic response and the cues exhibited by listeners displaying high levels of empathy. We approach empathy by focusing on observable behaviors that individuals exhibit when demonstrating an understanding of others' emotions and engaging deeply with their experiences--referred to as behavioral empathy [6].