The complexities of patient-centred conversational artificial intelligence

Consumer-facing health chatbots powered by large language models (LLMs) are increasingly used for symptom assessment. However, chatbot development and evaluation often rely on cooperative, articulate, simulated patients. We analysed 2,053 real patient-chatbot conversations and found that communication patterns and expression of emotions vary widely across users. We developed a patient simulator that separately models clinical content, emotional state, conversational strategy, and communication style. In a Turing-inspired evaluation of realism with 15 human graders, simulated conversations were nearly indistinguishable from real ones, with human graders achieving an accuracy of 55%. We used five distinct patient personae, across 1,164 clinician-graded cases, to evaluate the performance of four LLMs in urgency assessment. We found that communication style can significantly alter triage outcomes. Patient-centred conversational artificial intelligence must accommodate communication diversity: systems designed for idealised, rather than realistic, interactions risk underperforming and amplifying health disparities when deployed in the real world.

PSI-Bench: Towards Clinically Grounded and Interpretable Evaluation of Depression Patient Simulators

Patient simulators are gaining traction in mental health training by providing scalable exposure to complex and sensitive patient interactions. Simulating depressed patients is particularly challenging, as safety constraints and high patient variability complicate simulations and underscore the need for simulators that capture diverse and realistic patient behaviors. However, existing evaluations heavily rely on LLM-judges with poorly specified prompts and do not assess behavioral diversity. We introduce PSI-Bench, an automatic evaluation framework that provides interpretable, clinically grounded diagnostics of depression patient simulator behavior across turn-, dialogue-, and population-level dimensions. Using PSI-Bench, we benchmark seven LLMs across two simulator frameworks and find that simulators produce overly long, lexically diverse responses, show reduced variability, resolve emotions too quickly, and follow a uniform negative-to-positive trajectory. We also show that the simulation framework has a larger impact on fidelity than the model scale. Results from a human study demonstrate that our benchmark is strongly aligned with expert judgments. Our work reveals key limitations of current depression patient simulators and provides an interpretable, extensible benchmark to guide future simulator design and evaluation.