研究发现,第三方评估对话推荐系统时,主观评分可靠性低且存在光环效应。
On the Reliability of User-Centric Evaluation of Conversational Recommender Systems
- 用众包和大模型对对话日志做用户中心评估
- 准确性和满意度可靠,但亲和力等社交维度可信度差
- 单人评分不可靠,建议多人打分并降维处理
用户中心评估已成为对话推荐系统(CRS)的核心范式,旨在捕捉满意度、信任感和亲和力等主观质量。为实现可扩展评估,近期研究越来越多依赖众包工人或大语言模型对静态对话日志进行第三方标注。然而,这种做法的可靠性尚未被充分检验。本文通过大规模实证研究,分析了基于静态对话转录文本的用户中心评估的可靠性与结构。我们在200条ReDial对话上收集了124名众包工人的1,053个标注,使用18维的CRS-Que框架。通过随机效应可靠性模型和相关性分析,我们量化了各维度的稳定性及其相互关系。结果表明,以效用和结果为导向的维度(如准确性、有用性、满意度)在聚合后达到中等可靠性,而以社会为基础的构建(如人性化、亲和力)则显著不可靠。此外,多个维度趋于合并为单一全局质量信号,揭示出第三方判断中的强光环效应。这些发现挑战了单标注者及基于LLM的评估协议的有效性,强调了在离线评估中采用多评价者聚合与维度降维的必要性。
原文摘要 · Abstract (English)
User-centric evaluation has become a key paradigm for assessing Conversational Recommender Systems (CRS), aiming to capture subjective qualities such as satisfaction, trust, and rapport. To enable scalable evaluation, recent work increasingly relies on third-party annotations of static dialogue logs by crowd workers or large language models. However, the reliability of this practice remains largely unexamined. In this paper, we present a large-scale empirical study investigating the reliability and structure of user-centric CRS evaluation on static dialogue transcripts. We collected 1,053 annotations from 124 crowd workers on 200 ReDial dialogues using the 18-dimensional CRS-Que framework. Using random-effects reliability models and correlation analysis, we quantify the stability of individual dimensions and their interdependencies. Our results show that utilitarian and outcome-oriented dimensions such as accuracy, usefulness, and satisfaction achieve moderate reliability under aggregation, whereas socially grounded constructs such as humanness and rapport are substantially less reliable. Furthermore, many dimensions collapse into a single global quality signal, revealing a strong halo effect in third-party judgments. These findings challenge the validity of single-annotator and LLM-based evaluation protocols and motivate the need for multi-rater aggregation and dimension reduction in offline CRS evaluation.
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