Key Research Areas
- Conversational agents
- Empathic and ethical AI
- Emotional support in service
- Human–computer interaction
- Techno‑humanities
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Core Areas of Expertise
Dr. Yeung specialises in applying artificial intelligence to language and communication domains, particularly conversational agents. His work integrates AI with humanities, examining ethical, empathic, and affective dimensions of human–computer interaction in service and emotional support contexts.
Recent Publications
2025
- Making Sense of How Machines Should Show Human-like Emotions. In Applying Technology to Language and Translation, Routledge.
2024
- Technology and Interpersonal Communication Ethics: Empathic Communication in Customer–Chatbot Service Encounters. In Routledge Encyclopedia of Technology and the Humanities, Routledge.
- Selecting Empathic Response Headers in Customer Support Conversations with LLM-based Emotion Recognition. In Proceedings of 8th International Workshop on Chatbots and Human-Centred AI, Springer.
2023
- 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.
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