Can We Trust AI-Inferred User States. A Psychometric Framework for Validating the Reliability of Users States Classification by LLMs in Operational Environments
Authors: Izabella Krzeminska, Michal Butkiewicz, Ewa Komkowska
Organizations: Orange Research, AI Center, Warsaw, Poland
The use of large language models to assess user states in conversational and adaptive systems is based on the assumption that the metrics used for such assessment are stable and interpretable at the level of individual scores. This paper empirically tests this assumption, focusing on the psychometric reliability of artificial intelligence (AI) measures of user states. This study employed replication evaluation procedures to assess the repeatability of a broad set of metrics across three different bimodal large language models (GPT-4o audio, Gemini 2.0 Flash, Gemini 2.5 Flash). Analyses include both individual score reliability and aggregated reliability, allowing us to distinguish metrics potentially useful for real-time adaptation from those that retain their value only in aggregated analyses. The results demonstrate that metric reliability cannot be considered a default property in interpretive domains. The lack of stability at the level of individual scores precludes the interpretation of such scores as indicators of user state in real-time adaptive systems, even if these metrics demonstrate stability after aggregation. At the same time, the study indicates that individually unstable metrics can retain analytical utility in post-hoc studies, identifying rules governing interactions and their relationships with user experience parameters such as satisfaction, trust, and engagement. The main contribution of this work, besides quantifying the severity of the problem (only 31 of 213 metrics met the criteria), is the proposal of a replicable evaluation framework, enabling measurable evaluations of metric applicability. This approach supports more responsible AI design of adaptive systems, in which the interpretation of results requires explicit validation of reliability and monitoring for violations over time.
Large Language Models (LLMs) are increasingly used in settings where reliable self-assessment is critical. Assessing model reliability has evolved from using probabilistic correctness estimates to, more recently, eliciting verbalized confidence. Confidence, however, has been shown to be an inconsistent and overoptimistic predictor of model correctness. Drawing on cognitive appraisal theory, a framework from human psychology that decomposes self-evaluation into multiple components, we propose a multidimensional perspective on model self-assessment. We elicit six appraisal-based dimensions of self-assessment, alongside confidence, and evaluate their utility for predicting model failure across 12 LLMs and 38 tasks spanning eight domains. We find that competence-related appraisal dimensions, particularly effort and ability, consistently match or outperform confidence across most settings. Effort additionally yields less overoptimistic estimates that remain stable across model sizes. In contrast, affective dimensions provide marginally predictive signals. Furthermore, the most informative dimension varies systematically with task characteristics: effort is most predictive for reasoning-intensive tasks, while ability and confidence dominate on retrieval-oriented tasks. Broadly, our findings indicate that structured multidimensional self-assessment is a promising approach to improving the reliability and safety of language model deployment across diverse real-world settings.
This discussion argues that sequential statistical inference can naturally contribute to LLM trustworthiness. In deployment, LLM systems are queried repeatedly, conditioned on evolving contexts, and incorporate user or tool feedback, and may exhibit behavioral shifts after model updates or distribution changes. The discussion is organized around three tasks: representation, modeling LLM interactions as dependent stochastic processes rather than isolated prompt--response pairs; validity, developing uncertainty guarantees that remain meaningful under dependence, repeated use, and adaptation; and monitoring, using sequential alarms and change-point detection to identify shifts in calibration, hallucination rates, refusal behavior, fairness, or other task-relevant properties. This perspective complements recent surveys by viewing trustworthy LLM deployment as a problem of statistical process control.
Benchmark suites assess model capability on controlled tasks; large-scale conversation corpora capture naturalistic use without user feedback; and in-interface feedback mechanisms record satisfaction without task purpose. Together, they leave a critical gap in LLM evaluation: no existing infrastructure routinely links interaction trajectories to user-defined outcomes. We introduce MonitrLLM, open-source infrastructure for community-centered LLM evaluations that links full conversation transcripts to user-reported task intent and outcome assessments, treating all three as primary evaluative signals rather than optional metadata. To demonstrate the value of this approach, we conducted a two-week feasibility pilot with 26 college students using ChatGPT, collecting 206 evaluation reports with full conversation transcripts. The findings from our pilot demonstrate the value of connecting conversation trajectories with user-reported outcomes. For instance, despite reporting high average satisfaction (4.19/5) with their LLM interactions, participants also experience a substantial 23.1% failure rate on their goal tasks. We also find that multi-turn conversations are reported as failing at 2.5 times the rate of single-turn exchanges, a pattern that reframes extended interaction as a signal of difficulty rather than engagement. We conclude by discussing the value of incorporating direct user feedback with observational data for robust LLM evaluations, and the possibilities for infrastructure that enables this goal.
Victor Ojewale, Ro Encarnación, Suresh Venkatasubramanian +1