Democratizing Chatbot Debugging: A Computational Framework for Evaluating and Explaining Inappropriate Chatbot Responses

Evaluating and understanding the inappropriateness of chatbot behaviors can be challenging, particularly for chatbot designers without technical backgrounds. To democratize the debugging process of chatbot misbehaviors for non-technical designers, we propose a framework that leverages dialogue act (DA) modeling to automate the evaluation and explanation of chatbot response inappropriateness. The framework first produces characterizations of context-aware DAs based on discourse analysis theory and real-world human-chatbot transcripts. It then automatically extracts features to identify the appropriateness level of a response and can explain the causes of the inappropriate response by examining the DA mismatch between the response and its conversational context. Using interview chatbots as a testbed, our framework achieves comparable classification accuracy with higher explainability and fewer computational resources than the deep learning baseline, making it the first step in utilizing DAs for chatbot response appropriateness evaluation and explanation.