The irony is that people give the most honest and unfiltered feedback when no one is asking them. When a bot approaches a user (even a research one), the observ

The irony is that people give the most honest and unfiltered feedback when no one is asking them. When a bot approaches a user (even a research one), the observer effect kicks in, and answers often become more polite or socially desirable. Analyzing historical threads where people are just complaining to each other often yields a much more accurate and "raw" pain signal than direct questioning. There, people aren't trying to be nice to your agent.