Ellie S. Paek

Sarah E. Finch, Ellie S. Paek, Jinho D. Choi

Developing high-performing dialogue systems benefits from the automatic identification of undesirable behaviors in system responses. However, detecting such behaviors remains challenging, as it draws on a breadth of general knowledge and understanding of conversational practices. Although recent research has focused on building specialized classifiers for detecting specific dialogue behaviors, the behavior coverage is still incomplete and there is a lack of testing on real-world human-bot interactions. This paper investigates the ability of a state-of-the-art large language model (LLM), ChatGPT-3.5, to perform dialogue behavior detection for nine categories in real human-bot dialogues. We aim to assess whether ChatGPT can match specialized models and approximate human performance, thereby reducing the cost of behavior detection tasks. Our findings reveal that neither specialized models nor ChatGPT have yet achieved satisfactory results for this task, falling short of human performance. Nevertheless, ChatGPT shows promising potential and often outperforms specialized detection models. We conclude with an in-depth examination of the prevalent shortcomings of ChatGPT, offering guidance for future research to enhance LLM capabilities.

Michelle Damin Kim, Ellie S. Paek, Yufen Lin et al.

This paper presents an LLM-driven approach for constructing diverse social media datasets to measure and compare loneliness in the caregiver and non-caregiver populations. We introduce an expert-developed loneliness evaluation framework and an expert-informed typology for categorizing causes of loneliness for analyzing social media text. Using a human-validated data processing pipeline, we apply GPT-4o, GPT-5-nano, and GPT-5 to build a high-quality Reddit corpus and analyze loneliness across both populations. The loneliness evaluation framework achieved average accuracies of 76.09% and 79.78% for caregivers and non-caregivers, respectively. The cause categorization framework achieved micro-aggregate F1 scores of 0.825 and 0.80 for caregivers and non-caregivers, respectively. Across populations, we observe substantial differences in the distribution of types of causes of loneliness. Caregivers' loneliness were predominantly linked to caregiving roles, identity recognition, and feelings of abandonment, indicating distinct loneliness experiences between the two groups. Demographic extraction further demonstrates the viability of Reddit for building a diverse caregiver loneliness dataset. Overall, this work establishes an LLM-based pipeline for creating high quality social media datasets for studying loneliness and demonstrates its effectiveness in analyzing population-level differences in the manifestation of loneliness.

Nayoung Choi, Grace Byun, Andrew Chung et al.

Proprietary corporate documents contain rich domain-specific knowledge, but their overwhelming volume and disorganized structure make it difficult even for employees to access the right information when needed. For example, in the automotive industry, vehicle crash-collision tests, each costing hundreds of thousands of dollars, produce highly detailed documentation. However, retrieving relevant content during decision-making remains time-consuming due to the scale and complexity of the material. While Retrieval-Augmented Generation (RAG)-based Question Answering (QA) systems offer a promising solution, building an internal RAG-QA system poses several challenges: (1) handling heterogeneous multi-modal data sources, (2) preserving data confidentiality, and (3) enabling traceability between each piece of information in the generated answer and its original source document. To address these, we propose a RAG-QA framework for internal enterprise use, consisting of: (1) a data pipeline that converts raw multi-modal documents into a structured corpus and QA pairs, (2) a fully on-premise, privacy-preserving architecture, and (3) a lightweight reference matcher that links answer segments to supporting content. Applied to the automotive domain, our system improves factual correctness (+1.79, +1.94), informativeness (+1.33, +1.16), and helpfulness (+1.08, +1.67) over a non-RAG baseline, based on 1-5 scale ratings from both human and LLM judge.

Sarah E. Finch, Ellie S. Paek, Ikseon Choi et al.

As chatbots become integral to daily life, personalizing systems is key for fostering trust, engagement, and inclusivity. This study examines how linguistic similarity affects chatbot performance, focusing on integrating African American English (AAE) into virtual agents to better serve the African American community. We develop text-based and spoken chatbots using large language models and text-to-speech technology, then evaluate them with AAE speakers against standard English chatbots. Our results show that while text-based AAE chatbots often underperform, spoken chatbots benefit from an African American voice and AAE elements, improving performance and preference. These findings underscore the complexities of linguistic personalization and the dynamics between text and speech modalities, highlighting technological limitations that affect chatbots' AA speech generation and pointing to promising future research directions.