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cs.CL2026
ESC-Skills: Discovering and Self-Evolving Skills for Emotional Support Conversations
Jie Zhu, Huaixia Dou, Shuo Jiang +5
Existing emotional support conversation (ESC) systems mainly rely on end-to-end response generation or coarse strategy supervision, offering limited interpretability and little sup…
cs.CL2025
CARE: Cognitive-reasoning Augmented Reinforcement for Emotional Support Conversation
Jie Zhu, Yuanchen Zhou, Shuo Jiang +5
Emotional Support Conversation (ESC) plays a vital role in alleviating psychological stress and providing emotional value through dialogue. While recent studies have largely focuse…
cs.CL2025
Evaluating, Synthesizing, and Enhancing for Customer Support Conversation
Jie Zhu, Huaixia Dou, Junhui Li +4
Effective customer support requires not only accurate problem solving but also structured and empathetic communication aligned with professional standards. However, existing dialog…