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Measure only what is measurable: Towards conversation requirements for evaluating task-oriented dialogue systems

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Název: Measure only what is measurable: Towards conversation requirements for evaluating task-oriented dialogue systems
Autoři: Van Miltenburg, Emiel, Braggaar, Anouck, Croes, Emmelyn, Kunneman, Florian, Liebrecht, Christine, Martijn, Gabriella
Informace o vydavateli: Association for Computational Linguistics (ACL), 2025.
Rok vydání: 2025
Témata: evaluation metrics, prompt engineering, model assessment, benchmarking, natural language generation
Popis: Chatbots for customer service have been widely studied in many different fields, ranging from Natural Language Processing (NLP) to Communication Science. These fields have developed different evaluation practices to assess chatbot performance (e.g., fluency, task success) and to measure the impact of chatbot usage on the user's perception of the organisation controlling the chatbot (e.g., brand attitude) as well as their willingness to enter a business transaction or to continue to use the chatbot in the future (i.e., purchase intention, reuse intention). While NLP researchers have developed many automatic measures of success, other fields mainly use questionnaires to compare different chatbots. This paper explores the extent to which we can bridge the gap between the two, and proposes a research agenda to further explore this question.
Druh dokumentu: Conference object
Jazyk: English
Přístupová URL adresa: https://research.tilburguniversity.edu/en/publications/cfa9a956-f20e-4859-9de4-5c9ddcc60fd4
Rights: CC BY
Přístupové číslo: edsair.dris...01181..71ff5a285cf19c0854c7ae2292a409f1
Databáze: OpenAIRE
Popis
Abstrakt:Chatbots for customer service have been widely studied in many different fields, ranging from Natural Language Processing (NLP) to Communication Science. These fields have developed different evaluation practices to assess chatbot performance (e.g., fluency, task success) and to measure the impact of chatbot usage on the user's perception of the organisation controlling the chatbot (e.g., brand attitude) as well as their willingness to enter a business transaction or to continue to use the chatbot in the future (i.e., purchase intention, reuse intention). While NLP researchers have developed many automatic measures of success, other fields mainly use questionnaires to compare different chatbots. This paper explores the extent to which we can bridge the gap between the two, and proposes a research agenda to further explore this question.