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Behind the scenes of maintaining the safety of technology products from harmful and illegal digital content lies unrecognized human labor. The recent rise in the use of generative AI technologies and the accelerating demands to meet responsible AI (RAI) aims necessitates an increased focus on the labor behind such efforts in the age of AI. This study investigates the nature and challenges of content work that supports RAI efforts, or "RAI content work," that span content moderation, data labeling, and red teaming -- through the lived experiences of content workers. We conduct a formative survey and semi-structured interview studies to develop a conceptualization of RAI content work and a subsequent framework of recommendations for providing holistic support for content workers. We validate our recommendations through a series of workshops with content workers and derive considerations for and examples of implementing such recommendations. We discuss how our framework may guide future innovation to support the well-being and professional development of the RAI content workforce., Comment: To be presented at CSCW 2025

Client-Service Representatives (CSRs) are vital to organizations. Frequent interactions with disgruntled clients, however, disrupt their mental well-being. To help CSRs regulate their emotions while interacting with uncivil clients, we designed Pro-Pilot, an LLM-powered assistant, and evaluated its efficacy, perception, and use. Our comparative analyses between 665 human and Pro-Pilot-generated support messages demonstrate Pro-Pilot's ability to adapt to and demonstrate empathy in various incivility incidents. Additionally, 143 CSRs assessed Pro-Pilot's empathy as more sincere and actionable than human messages. Finally, we interviewed 20 CSRs who interacted with Pro-Pilot in a simulation exercise. They reported that Pro-Pilot helped them avoid negative thinking, recenter thoughts, and humanize clients; showing potential for bridging gaps in coworker support. Yet, they also noted deployment challenges and emphasized the irreplaceability of shared experiences. We discuss future designs and societal implications of AI-mediated emotional labor, underscoring empathy as a critical function for AI assistants in front-office roles.

Mental health concerns are prevalent among college students, highlighting the need for effective interventions that promote self-awareness and holistic well-being. MindScape pioneers a novel approach to AI-powered journaling by integrating passively collected behavioral patterns such as conversational engagement, sleep, and location with Large Language Models (LLMs). This integration creates a highly personalized and context-aware journaling experience, enhancing self-awareness and well-being by embedding behavioral intelligence into AI. We present an 8-week exploratory study with 20 college students, demonstrating the MindScape app's efficacy in enhancing positive affect (7%), reducing negative affect (11%), loneliness (6%), and anxiety and depression, with a significant week-over-week decrease in PHQ-4 scores (-0.25 coefficient), alongside improvements in mindfulness (7%) and self-reflection (6%). The study highlights the advantages of contextual AI journaling, with participants particularly appreciating the tailored prompts and insights provided by the MindScape app. Our analysis also includes a comparison of responses to AI-driven contextual versus generic prompts, participant feedback insights, and proposed strategies for leveraging contextual AI journaling to improve well-being on college campuses. By showcasing the potential of contextual AI journaling to support mental health, we provide a foundation for further investigation into the effects of contextual AI journaling on mental health and well-being., Comment: arXiv admin note: text overlap with arXiv:2404.00487

We explore the application of large language models (LLMs), pre-trained models with massive textual data for detecting and improving these altered states. We investigate the use of LLMs to estimate attention states, sleep stages, and sleep quality and generate sleep improvement suggestions and adaptive guided imagery scripts based on electroencephalogram (EEG) and physical activity data (e.g. waveforms, power spectrogram images, numerical features). Our results show that LLMs can estimate sleep quality based on human textual behavioral features and provide personalized sleep improvement suggestions and guided imagery scripts; however detecting attention, sleep stages, and sleep quality based on EEG and activity data requires further training data and domain-specific knowledge.

MindScape aims to study the benefits of integrating time series behavioral patterns (e.g., conversational engagement, sleep, location) with Large Language Models (LLMs) to create a new form of contextual AI journaling, promoting self-reflection and well-being. We argue that integrating behavioral sensing in LLMs will likely lead to a new frontier in AI. In this Late-Breaking Work paper, we discuss the MindScape contextual journal App design that uses LLMs and behavioral sensing to generate contextual and personalized journaling prompts crafted to encourage self-reflection and emotional development. We also discuss the MindScape study of college students based on a preliminary user study and our upcoming study to assess the effectiveness of contextual AI journaling in promoting better well-being on college campuses. MindScape represents a new application class that embeds behavioral intelligence in AI.

Traditional interventions for academic procrastination often fail to capture the nuanced, individual-specific factors that underlie them. Large language models (LLMs) hold immense potential for addressing this gap by permitting open-ended inputs, including the ability to customize interventions to individuals' unique needs. However, user expectations and potential limitations of LLMs in this context remain underexplored. To address this, we conducted interviews and focus group discussions with 15 university students and 6 experts, during which a technology probe for generating personalized advice for managing procrastination was presented. Our results highlight the necessity for LLMs to provide structured, deadline-oriented steps and enhanced user support mechanisms. Additionally, our results surface the need for an adaptive approach to questioning based on factors like busyness. These findings offer crucial design implications for the development of LLM-based tools for managing procrastination while cautioning the use of LLMs for therapeutic guidance.

The rise of AI conversational agents has broadened opportunities to enhance human capabilities across various domains. As these agents become more prevalent, it is crucial to investigate the impact of different affective abilities on their performance and user experience. In this study, we surveyed 745 respondents to understand the expectations and preferences regarding affective skills in various applications. Specifically, we assessed preferences concerning AI agents that can perceive, respond to, and simulate emotions across 32 distinct scenarios. Our results indicate a preference for scenarios that involve human interaction, emotional support, and creative tasks, with influences from factors such as emotional reappraisal and personality traits. Overall, the desired affective skills in AI agents depend largely on the application's context and nature, emphasizing the need for adaptability and context-awareness in the design of affective AI conversational agents.

Re-finding information is an essential activity, however, it can be difficult when people struggle to express what they are looking for. Through a need-finding survey, we first seek opportunities for improving re-finding experiences, and explore one of these opportunities by implementing the FoundWright system. The system leverages recent advances in language transformer models to expand people's ability to express what they are looking for, through the interactive creation and manipulation of concepts contained within documents. We use FoundWright as a design probe to understand (1) how people create and use concepts, (2) how this expanded ability helps re-finding, and (3) how people engage and collaborate with FoundWright's machine learning support. Our probe reveals that this expanded way of expressing re-finding goals helps people with the task, by complementing traditional searching and browsing. Finally, we present insights and recommendations for future work aiming at developing systems to support re-finding., Comment: 26 pages

We now turn to understanding the impact that COVID-19 had on the personal productivity and well-being of information workers as their work practices were impacted by remote work. This chapter overviews people's productivity, satisfaction, and work patterns, and shows that the challenges and benefits of remote work are closely linked. Looking forward, the infrastructure surrounding work will need to evolve to help people adapt to the challenges of remote and hybrid work., Comment: In The New Future of Work: Research from Microsoft on the Impact of the Pandemic on Work Practices, edited by Jaime Teevan, Brent Hecht, and Sonia Jaffe, 1st ed. Microsoft, 2021. https://aka.ms/newfutureofwork

Facial action unit recognition has many applications from market research to psychotherapy and from image captioning to entertainment. Despite its recent progress, deployment of these models has been impeded due to their limited generalization to unseen people and demographics. This work conducts an in-depth analysis of performance across several dimensions: individuals(40 subjects), genders (male and female), skin types (darker and lighter), and databases (BP4D and DISFA). To help suppress the variance in data, we use the notion of self-supervised denoising autoencoders to design a method for deep face normalization(DeepFN) that transfers facial expressions of different people onto a common facial template which is then used to train and evaluate facial action recognition models. We show that person-independent models yield significantly lower performance (55% average F1 and accuracy across 40 subjects) than person-dependent models (60.3%), leading to a generalization gap of 5.3%. However, normalizing the data with the newly introduced DeepFN significantly increased the performance of person-independent models (59.6%), effectively reducing the gap. Similarly, we observed generalization gaps when considering gender (2.4%), skin type (5.3%), and dataset (9.4%), which were significantly reduced with the use of DeepFN. These findings represent an important step towards the creation of more generalizable facial action unit recognition systems.

Virtual meetings are critical for remote work because of the need for synchronous collaboration in the absence of in-person interactions. In-meeting multitasking is closely linked to people's productivity and wellbeing. However, we currently have limited understanding of multitasking in remote meetings and its potential impact. In this paper, we present what we believe is the most comprehensive study of remote meeting multitasking behavior through an analysis of a large-scale telemetry dataset collected from February to May 2020 of U.S. Microsoft employees and a 715-person diary study. Our results demonstrate that intrinsic meeting characteristics such as size, length, time, and type, significantly correlate with the extent to which people multitask, and multitasking can lead to both positive and negative outcomes. Our findings suggest important best-practice guidelines for remote meetings (e.g., avoid important meetings in the morning) and design implications for productivity tools (e.g., support positive remote multitasking)., Comment: In ACM CHI 2021

The ability to monitor audience reactions is critical when delivering presentations. However, current videoconferencing platforms offer limited solutions to support this. This work leverages recent advances in affect sensing to capture and facilitate communication of relevant audience signals. Using an exploratory survey (N = 175), we assessed the most relevant audience responses such as confusion, engagement, and head-nods. We then implemented AffectiveSpotlight, a Microsoft Teams bot that analyzes facial responses and head gestures of audience members and dynamically spotlights the most expressive ones. In a within-subjects study with 14 groups (N = 117), we observed that the system made presenters significantly more aware of their audience, speak for a longer period of time, and self-assess the quality of their talk more similarly to the audience members, compared to two control conditions (randomly-selected spotlight and default platform UI). We provide design recommendations for future affective interfaces for online presentations based on feedback from the study.

Advances in machine intelligence have enabled conversational interfaces that have the potential to radically change the way humans interact with machines. However, even with the progress in the abilities of these agents, there remain critical gaps in their capacity for natural interactions. One limitation is that the agents are often monotonic in behavior and do not adapt to their partner. We built two end-to-end conversational agents: a voice-based agent that can engage in naturalistic, multi-turn dialogue and align with the interlocutor's conversational style, and a 2nd, expressive, embodied conversational agent (ECA) that can recognize human behavior during open-ended conversations and automatically align its responses to the visual and conversational style of the other party. The embodied conversational agent leverages multimodal inputs to produce rich and perceptually valid vocal and facial responses (e.g., lip syncing and expressions) during the conversation. Based on empirical results from a set of user studies, we highlight several significant challenges in building such systems and provide design guidelines for multi-turn dialogue interactions using style adaptation for future research., Comment: Conversational Agents: Acting on the Wave of Research and Development, CHI 2019 Workshop

A natural conversational interface that allows longitudinal symptom tracking would be extremely valuable in health/wellness applications. However, the task of designing emotionally-aware agents for behavior change is still poorly understood. In this paper, we present the design and evaluation of an emotion-aware chatbot that conducts experience sampling in an empathetic manner. We evaluate it through a human-subject experiment with N=39 participants over the course of a week. Our results show that extraverts preferred the emotion-aware chatbot significantly more than introverts. Also, participants reported a higher percentage of positive mood reports when interacting with the empathetic bot. Finally, we provide guidelines for the design of emotion-aware chatbots for potential use in mHealth contexts., Comment: Accepted for presentation at 2019 8th International Conference on Affective Computing and Intelligent Interaction (ACII). arXiv admin note: substantial text overlap with arXiv:1812.11423

We present an end-to-end voice-based conversational agent that is able to engage in naturalistic multi-turn dialogue and align with the interlocutor's conversational style. The system uses a series of deep neural network components for speech recognition, dialogue generation, prosodic analysis and speech synthesis to generate language and prosodic expression with qualities that match those of the user. We conducted a user study (N=30) in which participants talked with the agent for 15 to 20 minutes, resulting in over 8 hours of natural interaction data. Users with high consideration conversational styles reported the agent to be more trustworthy when it matched their conversational style. Whereas, users with high involvement conversational styles were indifferent. Finally, we provide design guidelines for multi-turn dialogue interactions using conversational style adaptation.

Humans use a host of signals to infer the emotional state of others. In general, computer systems that leverage signals from multiple modalities will be more robust and accurate in the same task. We present a multimodal affect and context sensing platform. The system is composed of video, audio and application analysis pipelines that leverage ubiquitous sensors (camera and microphone) to log and broadcast emotion data in real-time. The platform is designed to enable easy prototyping of novel computer interfaces that sense, respond and adapt to human emotion. This paper describes the different audio, visual and application processing components and explains how the data is stored and/or broadcast for other applications to consume. We hope that this platform helps advance the state-of-the-art in affective computing by enabling development of novel human-computer interfaces.

The delivery of mental health interventions via ubiquitous devices has shown much promise. A conversational chatbot is a promising oracle for delivering appropriate just-in-time interventions. However, designing emotionally-aware agents, specially in this context, is under-explored. Furthermore, the feasibility of automating the delivery of just-in-time mHealth interventions via such an agent has not been fully studied. In this paper, we present the design and evaluation of EMMA (EMotion-Aware mHealth Agent) through a two-week long human-subject experiment with N=39 participants. EMMA provides emotionally appropriate micro-activities in an empathetic manner. We show that the system can be extended to detect a user's mood purely from smartphone sensor data. Our results show that our personalized machine learning model was perceived as likable via self-reports of emotion from users. Finally, we provide a set of guidelines for the design of emotion-aware bots for mHealth., Comment: Accepted for presentation at 2019 8th International Conference on Affective Computing and Intelligent Interaction (ACII)