customer service chatbots

Abstract: Recent advances in multimodal large language models have increased interest in interaction paradigms for video understanding. The evolution from offline to streaming and proactive interaction has gradually shifted models from passive responders toward more proactive agents that can decide when to answer. However, existing proactive paradigms typically assume that the information required to answer a query is complete, leaving models to only wait or answer. In the real world, however, information is often incomplete due to uncertainty from either the video or the user. In proactive paradigms, such uncertainty can cause the model to wait forever or generate highly hallucinatory responses. We therefore argue that proactive interaction should be redefined with a third action: ask, allowing models to actively ask for missing information. To study when and what models should ask before answering, we introduce AskStream, the first multi-turn benchmark spanning video and user uncertainty for streaming video understanding, with four task categories and eight subtasks. It contains 438 videos with 2,714 manually annotated frame-level time windows across three types: wait, ask, and answer. Across both multiple-choice and open-ended settings, even the strongest model attains only 52.18% on our proposed Ask-F1 metric, highlighting substantial limitations in proactive information seeking under uncertainty.

Abstract: Recent multimodal large language models (MLLMs) increasingly incorporate explainable reasoning for emotion understanding. However, reasoning based mainly on observable affective cues can reduce emotion understanding to superficial cue-label associations, giving rise to the Clever Hans effect. Such shortcuts become unreliable when affective cues are implicit, conflicting across modalities, linguistically misleading, or obscured by redundant details. In contrast, human emotions are shaped by how individuals interpret and evaluate surrounding events beyond observable cues. Inspired by appraisal theories of emotion, we formulate multimodal emotion understanding as a progression from perception to cognitive appraisal, and introduce a dataset, a model, and a benchmark to support this novel paradigm. CogEmo-40K is a large-scale instruction-tuning dataset constructed through a perception-to-appraisal pipeline to elicit evidence-grounded reasoning across six cognitive appraisal dimensions underlying emotion. CogEmo-MoE is a compact sparse MLLM that introduces interleaved MoE blocks for appraisal-specific adaptation, enabling effective appraisal reasoning at a substantially smaller scale than typical emotion MLLMs. CogEmo-Bench introduces an Appraisal Evidence Quality Score (AEQS) to assess cognitive-affective understanding across six complementary appraisal dimensions, addressing the limitation of conventional emotion metrics that evaluate what emotion is predicted but not why it arises. Extensive experiments show that our paradigm not only leads CogEmo-Bench, but also exhibits strong cross-domain generalization. Our findings suggest that perception-to-appraisal reasoning can move beyond surface-level cue-label associations toward more reliable multimodal emotion understanding and closer cognitive alignment between MLLMs and humans.