Machine Learning Models for the Early Detection of Burnout in Software Engineering: a Systematic Literature Review

Burnout is an occupational syndrome that, like many other professions, affects the majority of software engineers. Past research studies showed important trends, including an increasing use of machine learning techniques to allow for an early detection of burnout. This paper is a systematic literature review (SLR) of the research papers that proposed machine learning (ML) approaches, and focused on detecting burnout in software developers and IT professionals. Our objective is to review the accuracy and precision of the proposed ML techniques, and to formulate recommendations for future researchers interested to replicate or extend those studies. From our SLR we observed that a majority of primary studies focuses on detecting emotions or utilise emotional dimensions to detect or predict the presence of burnout. We also performed a cross-sectional study to detect which ML approach shows a better performance at detecting emotions; and which dataset has more potential and expressivity to capture emotions. We believe that, by identifying which ML tools and datasets show a better performance at detecting emotions, and indirectly at identifying burnout, our paper can be a valuable asset to progress in this important research direction.

Is Our Chatbot Telling Lies? Assessing Correctness of an LLM-based Dutch Support Chatbot

Companies support their customers using live chats and chatbots to gain their loyalty. AFAS is a Dutch company aiming to leverage the opportunity large language models (LLMs) offer to answer customer queries with minimal to no input from its customer support team. Adding to its complexity, it is unclear what makes a response correct, and that too in Dutch. Further, with minimal data available for training, the challenge is to identify whether an answer generated by a large language model is correct and do it on the fly. This study is the first to define the correctness of a response based on how the support team at AFAS makes decisions. It leverages literature on natural language generation and automated answer grading systems to automate the decision-making of the customer support team. We investigated questions requiring a binary response (e.g., Would it be possible to adjust tax rates manually?) or instructions (e.g., How would I adjust tax rate manually?) to test how close our automated approach reaches support rating. Our approach can identify wrong messages in 55\% of the cases. This work shows the viability of automatically assessing when our chatbot tell lies.