Beyond Fluent Responses: Finding User Dissatisfaction in Human-AI Interactions
Yuka Saito, Ikumi Numaya, Jun Suzuki, Reina Akama
原文摘要
As large language models generate increasingly high-quality responses, recent work on response evaluation has moved beyond response-centered criteria, such as correctness and coherence, toward user-centered criteria, including user preferences and perceived usefulness. This shift is fundamentally important for developing technologies that are truly useful to real-world users. While conventional response evaluation quantifies the quality of the response itself, users' satisfaction in real conversations also depends on their subjective preferences and perceptions of usefulness, which do not necessarily align with response quality. This study investigates whether such user-centered signals can be detected from conversational text. Specifically, we analyze user utterances with self-reported dissatisfaction labels to examine whether user dissatisfaction in text can be detected. In English interaction, models using user utterances exceeded the 17.8% dissatisfaction label prevalence in AUPRC by up to 15 percentage points. These results suggest that user utterances reveal cues to implicit dissatisfaction. Furthermore, changes from the immediately preceding user utterance may improve dissatisfaction detection, with anomaly detection methods appearing particularly effective.
cs.CL