FEEL: A Framework for Evaluating Emotional Support Capability with Large Language Models

Emotional Support Conversation (ESC) is a typical dialogue that can effec-tively assist the user in mitigating emotional pressures. However, owing to the inherent subjectivity involved in analyzing emotions, current non-artificial methodologies face challenges in effectively appraising the emo-tional support capability. These metrics exhibit a low correlation with human judgments. Concurrently, manual evaluation methods extremely will cause high costs. To solve these problems, we propose a novel model FEEL (Framework for Evaluating Emotional Support Capability with Large Lan-guage Models), employing Large Language Models (LLMs) as evaluators to assess emotional support capabilities. The model meticulously considers var-ious evaluative aspects of ESC to apply a more comprehensive and accurate evaluation method for ESC. Additionally, it employs a probability distribu-tion approach for a more stable result and integrates an ensemble learning strategy, leveraging multiple LLMs with assigned weights to enhance evalua-tion accuracy. To appraise the performance of FEEL, we conduct extensive experiments on existing ESC model dialogues. Experimental results demon-strate our model exhibits a substantial enhancement in alignment with human evaluations compared to the baselines. Our source code is available at https://github.com/Ansisy/FEEL.