User-Aware Active Knowledge Acquisition for Emotional Support Dialogue

Abstract

Emotional support plays an important role in dialogue systems, and its success depends on adapting to a user’s evolving and implicit needs across multi-turn interactions while leveraging the strong reasoning capacity of large language models (LLMs). However, since user needs are often weakly supervised and can only be disambiguated through multi-turn back-and-forth, existing emotional support methods often struggle to acquire and generalize emotionally relevant conversational knowledge efficiently. To bridge this gap, we introduce User-aware active knowledge acquisition (UKA), a gradient-free active dialogue learning framework that explicitly represents uncertainty about user needs and incorporates active learning into both knowledge acquisition and response selection. We propose a Theory-of-Mind-inspired uncertainty estimation mechanism that allows the model to prioritize responses, thereby obtaining the greatest expected information gain. Our framework is capable of efficiently exploring user-aligned conversational knowledge during training while maintaining robustness at test time. Experiments across multiple dialogue benchmarks and model architectures demonstrate that our approach consistently outperforms strong baselines in dialogue quality and user alignment.