# Evaluating Chatbots to Promote Users' Trust -- Practices and Open Problems

arXiv: https://arxiv.org/abs/2309.05680 · HTML: https://mlsanity.com/paper/2309.05680/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 24 of its 64 references that are in the map.
- First posted on arXiv 9 Sep 2023.

## Builds on (most cited first, 24 of 24)

- [GPT-4 Technical Report](https://mlsanity.com/paper/2303.08774/) (2023)
- [LLaMA: Open and Efficient Foundation Language Models](https://mlsanity.com/paper/2302.13971/) (2023)
- [PaLM: Scaling Language Modeling with Pathways](https://mlsanity.com/paper/2204.02311/) (2022)
- [Language (Technology) is Power: A Critical Survey of "Bias" in NLP](https://mlsanity.com/paper/2005.14050/) (2020)
- [Causal Reasoning and Large Language Models: Opening a New Frontier for Causality](https://mlsanity.com/paper/2305.00050/) (2023)
- [Metrics for Explainable AI: Challenges and Prospects](https://mlsanity.com/paper/1812.04608/) (2018)
- [MathPrompter: Mathematical Reasoning using Large Language Models](https://mlsanity.com/paper/2303.05398/) (2023)
- [Examining Gender and Race Bias in Two Hundred Sentiment Analysis Systems](https://mlsanity.com/paper/1805.04508/) (2018)
- [On instabilities of deep learning in image reconstruction - Does AI come at a cost?](https://mlsanity.com/paper/1902.05300/) (2019)
- [Explainable Machine Learning in Deployment](https://mlsanity.com/paper/1909.06342/) (2019)
- [Recipes for Safety in Open-domain Chatbots](https://mlsanity.com/paper/2010.07079/) (2020)
- [Survey on Evaluation Methods for Dialogue Systems](https://mlsanity.com/paper/1905.04071/) (2019)
- [Learning End-to-End Goal-Oriented Dialog](https://mlsanity.com/paper/1605.07683/) (2016)
- [Ethical Challenges in Data-Driven Dialogue Systems](https://mlsanity.com/paper/1711.09050/) (2017)
- [Rasa: Open Source Language Understanding and Dialogue Management](https://mlsanity.com/paper/1712.05181/) (2017)
- [Overview of the Ninth Dialog System Technology Challenge: DSTC9](https://mlsanity.com/paper/2011.06486/) (2020)
- [ChatGPT and Software Testing Education: Promises & Perils](https://mlsanity.com/paper/2302.03287/) (2023)
- [Conversations Are Not Flat: Modeling the Dynamic Information Flow across Dialogue Utterances](https://mlsanity.com/paper/2106.02227/) (2021)
- [Planning for Goal-Oriented Dialogue Systems](https://mlsanity.com/paper/1910.08137/) (2019)
- [Can LLMs be Good Financial Advisors?: An Initial Study in Personal Decision Making for Optimized Outcomes](https://mlsanity.com/paper/2307.07422/) (2023)
- [Personalized Chatbot Trustworthiness Ratings](https://mlsanity.com/paper/2005.10067/) (2020)
- [Advances in Automatically Rating the Trustworthiness of Text Processing Services](https://mlsanity.com/paper/2302.09079/) (2023)
- [Generating Dialogue Agents via Automated Planning](https://mlsanity.com/paper/1902.00771/) (2019)
- [Dynamic Certification for Autonomous Systems](https://mlsanity.com/paper/2203.10950/) (2022)

## Built on by (most cited first, 1 of 1)

- [The Challenges of Evaluating LLM Applications: An Analysis of Automated, Human, and LLM-Based Approaches](https://mlsanity.com/paper/2406.03339/) (2024)

## Abstract (arXiv)

Chatbots, the common moniker for collaborative assistants, are Artificial Intelligence (AI) software that enables people to naturally interact with them to get tasks done. Although chatbots have been studied since the dawn of AI, they have particularly caught the imagination of the public and businesses since the launch of easy-to-use and general-purpose Large Language Model-based chatbots like ChatGPT. As businesses look towards chatbots as a potential technology to engage users, who may be end customers, suppliers, or even their own employees, proper testing of chatbots is important to address and mitigate issues of trust related to service or product performance, user satisfaction and long-term unintended consequences for society. This paper reviews current practices for chatbot testing, identifies gaps as open problems in pursuit of user trust, and outlines a path forward.