[2] Reflective listening is one of the skills of motivational interviewing, a style of communication that works collaboratively to encourage change.
[3] Failure to understand the needs of the person speaking can result in errors in work, such as problems being unresolved, or decisions not being quickly made.
[8] Skilled communicators frequently echo and restate their conversation partner's words, particularly when reacting to emotional narratives or when they are uncertain of the answer.
Researchers Justin Dieter, Tian Wang, Arun Tejasvi Chaganty, Gabor Angeli, and Angel X. Chang have presented a new challenge and accompanying dataset designed to enable chatbots to replicate this behavior by echoing and rephrasing user inquiries to convey empathy or acknowledge ignorance.
Furthermore, the deployment of S2SA+C in a live customer service environment suggests that this task of generating responses is a valuable addition to the capabilities of real-world conversational agents.