arXiv:2605.29711cs.CLcs.AI2026-05

构建个性化对话满意度评估体系,精准判断用户在每一轮对话中的满意程度。

Personalized Turn-Level User Conversation Satisfaction Benchmark

论文配图:Personalized Turn-Level User Conversation Satisfaction Benchmark
图 1 · 摘自论文原文
  • 结合用户记忆与当前对话上下文生成满意度评分
  • 在真实人类标注上达成更高满意/不满意判断准确率
  • 支持无需新人工标注的模型对比评测,适合个性化对话研究

AI助手的用户满意度具有高度个性化:同一回复对某些用户可能满意,对另一些则失望,取决于其期望与历史交互。现有自动评估方法多关注通用回复质量,难以判断某一轮回复是否满足特定用户。本文提出个性化轮次级对话满意度评估,构建融合紧凑用户记忆与目标轮次上下文的评估器,输出满意度分数与不满意的解释性理由。元评估显示,使用个性化记忆与后处理校准可显著提升排序一致性与不满意轮次检测能力,优于监督、检索基线及通用大模型评判。进一步提出PersTurnBench基准,基于已验证评估器通过回放方式评测生成模型。固定回放状态实现通用模型与带记忆个性化系统的可控对比,无需为每个候选模型收集新人工标签。该评估器与基准使研究者可在无新用户反馈前提下比较不同生成模型的个性化满意度。

原文摘要 · Abstract (English)

User satisfaction with AI assistants is highly personalized: the same response may satisfy one user but disappoint another depending on what each user expects and what they have asked for before. Existing automatic evaluation methods mostly measure generic response quality, making it difficult to judge whether a response satisfies a user at a specific turn. We study this problem as personalized turn-level user conversation satisfaction evaluation. We build a conversation satisfaction evaluator that combines compact user memories with target-turn context to produce satisfaction scores and dissatisfaction-oriented rationales. Meta-evaluation against human satisfaction annotations shows that personalized memory and post-hoc score calibration improve ordinal agreement and dissatisfied-turn detection over supervised, retrieval-based, and generic LLM-as-a-judge baselines. We further introduce PersTurnBench, a personalized turn-level user conversation satisfaction benchmark that uses the verified evaluator to assess generation models via replay. By holding the replay state fixed, PersTurnBench enables controlled comparison of generic generation models and memory-augmented personalized systems without new human labels for every candidate model. The evaluator and benchmark let researchers compare candidate generation models on personalized satisfaction without collecting new user feedback for every model.

对话系统满意度评估个性化基准测试

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