On the Reliability of User-Centric Evaluation of Conversational Recommender Systems

User-centric evaluation has become a key paradigm for assessing Conversational Recommender Systems (CRS), aiming to capture subjective qualities such as satisfaction, trust, and rapport. To enable scalable evaluation, recent work increasingly relies on third-party annotations of static dialogue logs by crowd workers or large language models. However, the reliability of this practice remains largely unexamined. In this paper, we present a large-scale empirical study investigating the reliability and structure of user-centric CRS evaluation on static dialogue transcripts. We collected 1,053 annotations from 124 crowd workers on 200 ReDial dialogues using the 18-dimensional CRS-Que framework. Using random-effects reliability models and correlation analysis, we quantify the stability of individual dimensions and their interdependencies. Our results show that utilitarian and outcome-oriented dimensions such as accuracy, usefulness, and satisfaction achieve moderate reliability under aggregation, whereas socially grounded constructs such as humanness and rapport are substantially less reliable. Furthermore, many dimensions collapse into a single global quality signal, revealing a strong halo effect in third-party judgments. These findings challenge the validity of single-annotator and LLM-based evaluation protocols and motivate the need for multi-rater aggregation and dimension reduction in offline CRS evaluation.

Unsupervised Graph Embeddings for Session-based Recommendation with Item Features

In session-based recommender systems, predictions are based on the user's preceding behavior in the session. State-of-the-art sequential recommendation algorithms either use graph neural networks to model sessions in a graph or leverage the similarity of sessions by exploiting item features. In this paper, we combine these two approaches and propose a novel method, Graph Convolutional Network Extension (GCNext), which incorporates item features directly into the graph representation via graph convolutional networks. GCNext creates a feature-rich item co-occurrence graph and learns the corresponding item embeddings in an unsupervised manner. We show on three datasets that integrating GCNext into sequential recommendation algorithms significantly boosts the performance of nearest-neighbor methods as well as neural network models. Our flexible extension is easy to incorporate in state-of-the-art methods and increases the MRR@20 by up to 12.79%.