“Stupid robot, I want to speak to a human!” User Frustration Detection in Task-Oriented Dialog Systems (2025.coling-industry)
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Mireia Hernandez Caralt, Ivan Sekulic, Filip Carevic, Nghia Khau, Diana Nicoleta Popa, Bruna Guedes, Victor Guimaraes, Zeyu Yang, Andre Manso, Meghana Reddy, Paolo Rosso, Roland Mathis
| Challenge: | Detecting user frustration in task-oriented dialog systems is imperative for maintaining overall user satisfaction, engagement and retention. |
| Approach: | They compare out-of-the-box methods for user frustration detection with open-source methods . they find an LLM-based approach is promising, as it captures both emotion and dialog breakdowns . |
| Outcome: | The proposed method outperforms open-source methods in detecting user frustration in a TOD system. |
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