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Unlike empathetic dialogues, the system in emotional support conversations(ESC) is expected to not only convey empathy for comforting the help-seeker,but also proactively assist in exploring and addressing their problems duringthe conversation. In this work, we study the problem of mixed-initiative ESCwhere the user and system can both take the initiative in leading theconversation. Specifically, we conduct a novel analysis on mixed-initiative ESCsystems with a tailor-designed schema that divides utterances into differenttypes with speaker roles and initiative types. Four emotional support metricsare proposed to evaluate the mixed-initiative interactions. The analysisreveals the necessity and challenges of building mixed-initiative ESC systems.In the light of this, we propose a knowledge-enhanced mixed-initiativeframework (KEMI) for ESC, which retrieves actual case knowledge from alarge-scale mental health knowledge graph for generating mixed-initiativeresponses. Experimental results on two ESC datasets show the superiority ofKEMI in both content-preserving evaluation and mixed initiative relatedanalyses.

Knowledge-enhanced Mixed-initiative Dialogue System for Emotional Support Conversations