Papers › Interpretable User Satisfaction Estimation for Conversational Systems with Large...
Interpretable User Satisfaction Estimation for Conversational Systems with Large Language Models
Ying-Chun Lin, Jennifer Neville, Jack W. Stokes, Longqi Yang, Tara Safavi, Mengting Wan, Scott Counts, Siddharth Suri, Reid Andersen, Xiaofeng Xu, Deepak Gupta, Sujay Kumar Jauhar, Xia Song, Georg Buscher, Saurabh Tiwary, Brent Hecht, Jaime Teevan
Accurate and interpretable user satisfaction estimation (USE) is critical for understanding, evaluating, and continuously improving conversational systems. Users express their satisfaction or dissatisfaction with diverse conversational patterns in both general-purpose (ChatGPT and Bing Copilot) and task-oriented (customer service chatbot) conversational systems. Existing approaches based on featurized ML models or text embeddings fall short in extracting generalizable patterns and are hard to interpret. In this work, we show that LLMs can extract interpretable signals of user satisfaction from their natural language utterances more effectively than embedding-based approaches. Moreover, an LLM can be tailored for USE via an iterative prompting framework using supervision from labeled examples. The resulting method, Supervised Prompting for User satisfaction Rubrics (SPUR), not only has higher accuracy but is more interpretable as it scores user satisfaction via learned rubrics with a detailed breakdown.
In Syntology Open this paper in Syntology's Atlas, the map of the papers in Syntology's graph and their citations.
For agents, Syntology's MCP tool lists every function and class Syntology harvested from this paper and whether it ran (how to connect): get_harvested_code_for_paper(arxiv_id="2403.12388")
Code
Syntology Ran 4 of 5 code samples harvested from 1 repository linked to this paper; 1 has no recorded run. Of those that ran: 1 ran · our draft was wrong; 3 ran with no contract checked.
By repository: found in paper text by Syntology: 5 samples from 1 repository, 4 ran. The run record, sample by sample. “Ran” means executed on a synthesized input, not that the code is correct or reproduces the paper.
Repository list and official/mentioned flags are the archive's, frozen 2025-07-28. Reachability, where shown, is from one Syntology probe window (2026-09-16 to 2026-09-18); repositories not probed show nothing. GitHub stars are not tracked.
Code Syntology ran Syntology
5 samples harvested; 4 ran; 0 honoured the contract we drafted; 1 has no recorded run. Read from Syntology's graph 2026-09-24; that is when this build read the record, not when the samples ran.
Licence: 5 of the 5 samples are pointer only, meaning Syntology does not serve that copy's text. This page shows no code text for any sample; each one links to its file in the repository.
Harvested from dengyang17/USDA. “Ran” means the sample executed on a synthesized input. It does not mean the output is correct, and nothing here reproduces the paper's results. “Honoured” and “violated” refer to a contract Syntology drafted from the code itself; “our draft was wrong” and “fixture could not drive it” are failures of Syntology's instrument, not of the code.
Each sample ends with its code_sha256, Syntology's identity for that exact code. An agent fetches the stored sample with Syntology's MCP tool get_code(code_sha256="…") (how to connect); click an identity to copy that call.
Repository labels, per sample. official repository: The archive marks this repository official for the paper. named in the paper: The archive records that the paper mentions this repository; it is not marked official. community (archive-listed): In the archive's code links for this paper, not marked official and not recorded as mentioned in the paper. found in paper text by Syntology: Syntology found this repository in the paper's own text; whether it is the authors' implementation is not asserted. community: Not in the archive's code links for this paper; a community repository Syntology harvested. Samples from a repository marked official are listed first. Licence labels name the repository's licence as recorded at harvest. “Pointer only” means Syntology does not serve that copy's text, for one of four reasons: no licence file was found; the licence was not identified; the licence is recorded as permissive but that copy's record is not marked cleared; or the licence is outside the permissive list Syntology serves text under (MIT, Apache-2.0, BSD and similar). Some licences outside that list permit redistribution, such as WTFPL, and GPL-3.0 under its conditions; they are simply not on the list. Hover a licence label for the reason. File links open the file on GitHub at the default branch, which may have changed since the harvest.
8d23fbe2b99b840b · report
28e7c08042bacaaf · report
8e3538aa7c7d9315 · report
e17839223b987fa2 · report
45e30b97c6069fe7 · report
Tasks
Results from the paper archive 2025-07-28
No leaderboard rows for this paper in the archive.
Methods
1 archive method tag without a method page not shown.
Report a problem or propose a change · a person checks every report against the paper or source before anything changes; decisions are listed on /corrections