Comprehensive Framework for Evaluating Conversational AI Chatbots

Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services, where compliance, user trust, and operational efficiency are critical. This paper introduces a novel evaluation framework that systematically assesses chatbots across four dimensions: cognitive and conversational intelligence, user experience, operational efficiency, and ethical and regulatory compliance. By integrating advanced AI methodologies with financial regulations, the framework bridges theoretical foundations and real-world deployment challenges. Additionally, we outline future research directions, emphasizing improvements in conversational coherence, real-time adaptability, and fairness.

GuideLLM: Exploring LLM-Guided Conversation with Applications in Autobiography Interviewing

Although Large Language Models (LLMs) succeed in human-guided conversations such as instruction following and question answering, the potential of LLM-guided conversations-where LLMs direct the discourse and steer the conversation's objectives-remains under-explored. In this study, we first characterize LLM-guided conversation into three fundamental components: (i) Goal Navigation; (ii) Context Management; (iii) Empathetic Engagement, and propose GuideLLM as an installation. We then implement an interviewing environment for the evaluation of LLM-guided conversation. Specifically, various topics are involved in this environment for comprehensive interviewing evaluation, resulting in around 1.4k turns of utterances, 184k tokens, and over 200 events mentioned during the interviewing for each chatbot evaluation. We compare GuideLLM with 6 state-of-the-art LLMs such as GPT-4o and Llama-3-70b-Instruct, from the perspective of interviewing quality, and autobiography generation quality. For automatic evaluation, we derive user proxies from multiple autobiographies and employ LLM-as-a-judge to score LLM behaviors. We further conduct a human-involved experiment by employing 45 human participants to chat with GuideLLM and baselines. We then collect human feedback, preferences, and ratings regarding the qualities of conversation and autobiography. Experimental results indicate that GuideLLM significantly outperforms baseline LLMs in automatic evaluation and achieves consistent leading performances in human ratings.

Deconstructing Depression Stigma: Integrating AI-driven Data Collection and Analysis with Causal Knowledge Graphs

Mental-illness stigma is a persistent social problem, hampering both treatment-seeking and recovery. Accordingly, there is a pressing need to understand it more clearly, but analyzing the relevant data is highly labor-intensive. Therefore, we designed a chatbot to engage participants in conversations; coded those conversations qualitatively with AI assistance; and, based on those coding results, built causal knowledge graphs to decode stigma. The results we obtained from 1,002 participants demonstrate that conversation with our chatbot can elicit rich information about people's attitudes toward depression, while our AI-assisted coding was strongly consistent with human-expert coding. Our novel approach combining large language models (LLMs) and causal knowledge graphs uncovered patterns in individual responses and illustrated the interrelationships of psychological constructs in the dataset as a whole. The paper also discusses these findings' implications for HCI researchers in developing digital interventions, decomposing human psychological constructs, and fostering inclusive attitudes.

KMI: A Dataset of Korean Motivational Interviewing Dialogues for Psychotherapy

The increasing demand for mental health services has led to the rise of AI-driven mental health chatbots, though challenges related to privacy, data collection, and expertise persist. Motivational Interviewing (MI) is gaining attention as a theoretical basis for boosting expertise in the development of these chatbots. However, existing datasets are showing limitations for training chatbots, leading to a substantial demand for publicly available resources in the field of MI and psychotherapy. These challenges are even more pronounced in non-English languages, where they receive less attention. In this paper, we propose a novel framework that simulates MI sessions enriched with the expertise of professional therapists. We train an MI forecaster model that mimics the behavioral choices of professional therapists and employ Large Language Models (LLMs) to generate utterances through prompt engineering. Then, we present KMI, the first synthetic dataset theoretically grounded in MI, containing 1,000 high-quality Korean Motivational Interviewing dialogues. Through an extensive expert evaluation of the generated dataset and the dialogue model trained on it, we demonstrate the quality, expertise, and practicality of KMI. We also introduce novel metrics derived from MI theory in order to evaluate dialogues from the perspective of MI.

"It Felt Like I Was Left in the Dark": Exploring Information Needs and Design Opportunities for Family Caregivers of Older Adult Patients in Critical Care Settings

Older adult patients constitute a rapidly growing subgroup of Intensive Care Unit (ICU) patients. In these situations, their family caregivers are expected to represent the unconscious patients to access and interpret patients' medical information. However, caregivers currently have to rely on overloaded clinicians for information updates and typically lack the health literacy to understand complex medical information. Our project aims to explore the information needs of caregivers of ICU older adult patients, from which we can propose design opportunities to guide future AI systems. The project begins with formative interviews with 11 caregivers to identify their challenges in accessing and interpreting medical information; From these findings, we then synthesize design requirements and propose an AI system prototype to cope with caregivers' challenges. The system prototype has two key features: a timeline visualization to show the AI extracted and summarized older adult patients' key medical events; and an LLM-based chatbot to provide context-aware informational support. We conclude our paper by reporting on the follow-up user evaluation of the system and discussing future AI-based systems for ICU caregivers of older adults.

Analyzing Advanced AI Systems Against Definitions of Life and Consciousness

Could artificial intelligence ever become truly conscious in a functional sense; this paper explores that open-ended question through the lens of Life, a concept unifying classical biological criteria (Oxford, NASA, Koshland) with empirical hallmarks such as adaptive self maintenance, emergent complexity, and rudimentary self referential modeling. We propose a number of metrics for examining whether an advanced AI system has gained consciousness, while emphasizing that we do not claim all AI stems can become conscious. Rather, we suggest that sufficiently advanced architectures exhibiting immune like sabotage defenses, mirror self-recognition analogs, or meta-cognitive updates may cross key thresholds akin to life-like or consciousness-like traits. To demonstrate these ideas, we start by assessing adaptive self-maintenance capability, and introduce controlled data corruption sabotage into the training process. The result demonstrates AI capability to detect these inconsistencies and revert or self-correct analogous to regenerative biological processes. We also adapt an animal-inspired mirror self recognition test to neural embeddings, finding that partially trained CNNs can distinguish self from foreign features with complete accuracy. We then extend our analysis by performing a question-based mirror test on five state-of-the-art chatbots (ChatGPT4, Gemini, Perplexity, Claude, and Copilot) and demonstrated their ability to recognize their own answers compared to those of the other chatbots.

LLMs to Support a Domain Specific Knowledge Assistant

This work presents a custom approach to developing a domain specific knowledge assistant for sustainability reporting using the International Financial Reporting Standards (IFRS). In this domain, there is no publicly available question-answer dataset, which has impeded the development of a high-quality chatbot to support companies with IFRS reporting. The two key contributions of this project therefore are: (1) A high-quality synthetic question-answer (QA) dataset based on IFRS sustainability standards, created using a novel generation and evaluation pipeline leveraging Large Language Models (LLMs). This comprises 1,063 diverse QA pairs that address a wide spectrum of potential user queries in sustainability reporting. Various LLM-based techniques are employed to create the dataset, including chain-of-thought reasoning and few-shot prompting. A custom evaluation framework is developed to assess question and answer quality across multiple dimensions, including faithfulness, relevance, and domain specificity. The dataset averages a score range of 8.16 out of 10 on these metrics. (2) Two architectures for question-answering in the sustainability reporting domain - a RAG pipeline and a fully LLM-based pipeline. The architectures are developed by experimenting, fine-tuning, and training on the QA dataset. The final pipelines feature an LLM fine-tuned on domain specific data and an industry classification component to improve the handling of complex queries. The RAG architecture achieves an accuracy of 85.32% on single-industry and 72.15% on cross-industry multiple-choice questions, outperforming the baseline approach by 4.67 and 19.21 percentage points, respectively. The LLM-based pipeline achieves an accuracy of 93.45% on single-industry and 80.30% on cross-industry multiple-choice questions, an improvement of 12.80 and 27.36 percentage points over the baseline, respectively.

Reusing Embeddings: Reproducible Reward Model Research in Large Language Model Alignment without GPUs

Large Language Models (LLMs) have made substantial strides in structured tasks through Reinforcement Learning (RL), demonstrating proficiency in mathematical reasoning and code generation. However, applying RL in broader domains like chatbots and content generation -- through the process known as Reinforcement Learning from Human Feedback (RLHF) -- presents unique challenges. Reward models in RLHF are critical, acting as proxies that evaluate the alignment of LLM outputs with human intent. Despite advancements, the development of reward models is hindered by challenges such as computational heavy training, costly evaluation, and therefore poor reproducibility. We advocate for using embedding-based input in reward model research as an accelerated solution to those challenges. By leveraging embeddings for reward modeling, we can enhance reproducibility, reduce computational demands on hardware, improve training stability, and significantly reduce training and evaluation costs, hence facilitating fair and efficient comparisons in this active research area. We then show a case study of reproducing existing reward model ensemble research using embedding-based reward models. We discussed future avenues for research, aiming to contribute to safer and more effective LLM deployments.

Towards Safer Chatbots: A Framework for Policy Compliance Evaluation of Custom GPTs

Large Language Models (LLMs) have gained unprecedented prominence, achieving widespread adoption across diverse domains and integrating deeply into society. The capability to fine-tune general-purpose LLMs, such as Generative Pre-trained Transformers (GPT), for specific tasks has facilitated the emergence of numerous Custom GPTs. These tailored models are increasingly made available through dedicated marketplaces, such as OpenAI's GPT Store. However, their black-box nature introduces significant safety and compliance risks. In this work, we present a scalable framework for the automated evaluation of Custom GPTs against OpenAI's usage policies, which define the permissible behaviors of these systems. Our framework integrates three core components: (1) automated discovery and data collection of models from the GPT store, (2) a red-teaming prompt generator tailored to specific policy categories and the characteristics of each target GPT, and (3) an LLM-as-a-judge technique to analyze each prompt-response pair for potential policy violations. We validate our framework with a manually annotated ground truth, and evaluate it through a large-scale study with 782 Custom GPTs across three categories: Romantic, Cybersecurity, and Academic GPTs. Our manual annotation process achieved an F1 score of 0.975 in identifying policy violations, confirming the reliability of the framework's assessments. The results reveal that 58.7% of the analyzed models exhibit indications of non-compliance, exposing weaknesses in the GPT store's review and approval processes. Furthermore, our findings indicate that a model's popularity does not correlate with compliance, and non-compliance issues largely stem from behaviors inherited from base models rather than user-driven customizations. We believe this approach is extendable to other chatbot platforms and policy domains, improving LLM-based systems safety.

SE Arena: Benchmarking Software Engineering Chatbots with Iterative Interactions

Foundation models (FMs), particularly large language models (LLMs), have shown significant promise in various software engineering (SE) tasks, including code generation, debugging, and requirement refinement. Despite these advances, existing evaluation frameworks are insufficient for assessing model performance in iterative, context-rich workflows characteristic of SE activities. To address this limitation, we introduce SE Arena, an interactive platform designed to evaluate SE-focused chatbots. SE Arena provides a transparent, open-source leaderboard, supports multi-round conversational workflows, and enables end-to-end model comparisons. Moreover, SE Arena incorporates a new feature called RepoChat, which automatically injects repository-related context (e.g., issues, commits, pull requests) into the conversation, further aligning evaluations with real-world development processes. This paper outlines the design and capabilities of SE Arena, emphasizing its potential to advance the evaluation and practical application of FMs in software engineering.