  Emotions are indispensable in human communication, but are often overlooked
in task-oriented dialogue (ToD) modelling, where the task success is the
primary focus. While existing works have explored user emotions or similar
concepts in some ToD tasks, none has so far included emotion modelling into a
fully-fledged ToD system nor conducted interaction with human or simulated
users. In this work, we incorporate emotion into the complete ToD processing
loop, involving understanding, management, and generation. To this end, we
extend the EmoWOZ dataset (Feng et al., 2022) with system affective behaviour
labels. Through interactive experimentation involving both simulated and human
users, we demonstrate that our proposed framework significantly enhances the
user's emotional experience as well as the task success.
