Building Trust in Mental Health Chatbots: Safety Metrics and LLM-Based Evaluation Tools

Jung In Park; Mahyar Abbasian; Iman Azimi; Dawn T. Bounds; Angela Jun; Jaesu Han; Robert M. McCarron; Jessica Borelli; Parmida Safavi; Sanaz Mirbaha; Jia Li; Mona Mahmoudi; Carmen Wiedenhoeft; Amir M. Rahmani

arXiv · 2408.04650

Building Trust in Mental Health Chatbots: Safety Metrics and LLM-Based Evaluation Tools

Jung In Park·Mahyar Abbasian·Iman Azimi·Dawn T. Bounds·Angela Jun·Jaesu Han·Robert M. McCarron·Jessica Borelli·Parmida Safavi·Sanaz Mirbaha·Jia Li·Mona Mahmoudi·Carmen Wiedenhoeft·Amir M. Rahmani

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Abstract

Objective: This study aims to develop and validate an evaluation framework to ensure the safety and reliability of mental health chatbots, which are increasingly popular due to their accessibility, human-like interactions, and context-aware support. Materials and Methods: We created an evaluation framework with 100 benchmark questions and ideal responses, and five guideline questions for chatbot responses. This framework, validated by mental health experts, was tested on a GPT-3.5-turbo-based chatbot. Automated evaluation methods explored included large language model (LLM)-based scoring, an agentic approach using real-time data, and embedding models to compare chatbot responses against ground truth standards. Results: The results highlight the importance of guidelines and ground truth for improving LLM evaluation accuracy. The agentic method, dynamically accessing reliable information, demonstrated the best alignment with human assessments. Adherence to a standardized, expert-validated framework significantly enhanced chatbot response safety and reliability. Discussion: Our findings emphasize the need for comprehensive, expert-tailored safety evaluation metrics for mental health chatbots. While LLMs have significant potential, careful implementation is necessary to mitigate risks. The superior performance of the agentic approach underscores the importance of real-time data access in enhancing chatbot reliability. Conclusion: The study validated an evaluation framework for mental health chatbots, proving its effectiveness in improving safety and reliability. Future work should extend evaluations to accuracy, bias, empathy, and privacy to ensure holistic assessment and responsible integration into healthcare. Standardized evaluations will build trust among users and professionals, facilitating broader adoption and improved mental health support through technology.

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Jung In Park, Mahyar Abbasian, Iman Azimi, Dawn T. Bounds, Angela Jun, Jaesu Han, Robert M. McCarron, Jessica Borelli, Parmida Safavi, Sanaz Mirbaha, Jia Li, Mona Mahmoudi, Carmen Wiedenhoeft, Amir M. Rahmani. 2024-08-03. Building Trust in Mental Health Chatbots: Safety Metrics and LLM-Based Evaluation Tools. https://arxiv.org/abs/2408.04650

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