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Towards A Six-Level Framework of Emotional Intelligence for Customer Service Chatbots

A chatbot with emotional intelligence can improve the interaction experience and efficiency with human users. However, there is no standard scheme or methods to evaluate the degree of emotional intelligence of chatbots. Based on our industrial practice, this paper aims to propose a preliminary framework to evaluate to which extent a chatbot is emotionally intelligent. We divide it into two parts: emotional understanding and emotional strategy. Each part contains several factors that are important to emotional intelligence. Furthermore, we propose a six-level scheme as a guideline to evaluate the emotional intelligence. This paper provides valuable suggestion in the entire lifecycle of a chatbot including design, implementation, evaluation, and maintenance.