Accurate and interpretable user satisfaction estimation (USE) is critical for understanding, evaluating, and continuously improving conversational systems. Users express their satisfaction or dissatisfaction with diverse conversational patterns in both general-purpose (ChatGPT and Bing Copilot) and task-oriented (customer service chatbot) conversational systems. Existing approaches based on featurized ML models or text embeddings fall short in extracting generalizable patterns and are hard to interpret. In this work, we show that LLMs can extract interpretable signals of user satisfaction from their natural language utterances more effectively than embedding-based approaches. Moreover, an LLM can be tailored for USE via an iterative prompting framework using supervision from labeled examples. Our proposed method, Supervised Prompting for User satisfaction Rubrics (SPUR), not only has higher accuracy but is more interpretable as it scores user satisfaction via learned rubrics with a detailed breakdown.

Low-rank approximations, of the weight and feature space can enhance the performance of deep learning models, whether in terms of improving generalization or reducing the latency of inference. However, there is no clear consensus yet on how, when and why these approximations are helpful for large language models (LLMs). In this work, we empirically study the efficacy of weight and feature space decomposition in transformer-based LLMs. We demonstrate that surgical decomposition not only provides critical insights into the trade-off between compression and language modelling performance, but also sometimes enhances commonsense reasoning performance of LLMs. Our empirical analysis identifies specific network segments that intrinsically exhibit a low-rank structure. Furthermore, we extend our investigation to the implications of low-rank approximations on model bias. Overall, our findings offer a novel perspective on optimizing LLMs, presenting the low-rank approximation not only as a tool for performance enhancements, but also as a means to potentially rectify biases within these models.