ChatAnime: Towards User-Centered Emotional Support in LLM-based Virtual Character Chat
Lanlan Qiu SHANGHAI QI ZHI INSTITUTE, Sophia Xiao Pu, Yeqi Feng, Wenchang Gao Shanghai Qi Zhi Institute, Tianxing He Tsinghua University, Tsinghua University
With the growing popularity of virtual character platforms like Character.AI, users are increasingly turning to role-playing agents for emotional support in daily life. Yet existing research mainly focuses on character consistency in fictional or game-based scenarios, overlooking user-centered interactions such as companionship and psychological support. To bridge this gap, we propose Emotionally Supportive Role-Playing (ESRP), a framework designed to align role-playing with real-world user scenarios and emotional needs. We focus on typical users of these platforms, i.e., anime enthusiasts—including students, office workers, freelancers, and self-employed individuals—and design scenario-based questions that reflect their everyday struggles such as work stress and social loneliness. Through a two-round data collection involving 40 anime fans and 10 Large Language Models (LLMs), we build ChatAnime: the first ESRP dataset with 2,400 human-written and 24,000 LLM-generated responses, supported by over 132,000 fine-grained human annotations. We also provide the ESRP evaluation framework featuring 9 fine-grained metrics across three dimensions: basic dialogue, role-playing and emotional support, along with an overall metric for diversity. Experimental results under our evaluation setting show that top-performing LLMs surpass anime fans in role-playing and emotional support, while humans still lead in diversity.
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Proceedings of the 64th Annual Meeting of the Association for Computational Linguistics (Volume 1: Long Papers) · 2026 · 正式发表