Saint Francis University - Dr Yeung Wing Lok

Name	Yeung Wing Lok
Present Post	Assistant Professor Programme Leader, Bachelor of Arts (Honours) in Translation Technology Programme Ip Ying To Lee Yu Yee School of Humanities and Languages Saint Francis University
Office Address	Room A623
Telephone	(852) 3702 4288
Email	wlyeung@sfu.edu.hk

Biography

Dr Yeung Wing Lok completed his PhD in Computer Science in the United Kingdom. He has held various academic positions in universities in the United Kingdom and Hong Kong. His current research interests include conversational agents and the modelling of empathic responses in customer service encounters.

Education

PhD in Computer Science, Staffordshire Polytechnic, 1992

MSc in Computer Science, University of Salford, 1988

Higher Diploma in Systems Analysis, Hong Kong Polytechnic, 1986

Teaching

BATT104 Computing Knowledge for Translators

BATT301 Artificial Intelligence and Translation

BATT308 Translation Project Management

BATT321 Spoken Dialogue Technology

BATT319 Software and Games Localisation

Research

Hong Kong UGC Faculty Development Grant 2025, Project title: "Response header generation for empathic interactions in customer support conversations"

Recent Publications

W. L. Yeung, Making Sense of How Machines Should Show Human-like Emotions. In Applying Technology to Language and Translation, Routledge, 2025.
W. L. Yeung, Support style-oriented in-context learning example selection for empathetic response generation during customer support conversations (Project presentation). 9th International Symposium on Chatbots and Human-Centred AI (Conversations 2025).
W. L. Yeung, Technology and Interpersonal Communication Ethics: Empathic Communication in Customer–Chatbot Service Encounters. In Routledge Encyclopedia of Technology and the Humanities. Routledge, 2024.
W. L. Yeung, Selecting Empathic Response Headers in Customer Support Conversations with LLM-based Emotion Recognition (Short Paper). 8th International Workshop on Chatbots and Human-Centred AI (Conversations 2024).
W. L. Yeung, Ethically Speaking: Opportunities and Risks of AI Chatbots Showing Empathy to Customers During Service Encounters. In: Advances in Techno-Humanities: Case Studies from Culture, Philosophy and the Arts. Routledge, 2023.
W. L. Yeung, Rethinking the response intents of customer service agents for the modelling of empathic dialogues (Position Paper). 7th International Workshop on Chatbot Research (Conversations 2023).