Medication counseling with large language models: balancing flexibility and rigidity

TL;DR

This paper explores designing a medication counseling system using large language models that balances flexibility and rigidity, focusing on long, detailed interactions to improve accuracy and safety in pharmacy contexts.

Contribution

It introduces a prototype system for medication counseling that emphasizes balancing conversational flexibility with adherence to requirements, along with design methods to reduce hallucinations and improve response quality.

Findings

Prototype demonstrates potential for balanced flexibility and rigidity.

Methods can increase system determinism without losing conversational dynamics.

Highlights need for specialized evaluation beyond standard benchmarks.

Abstract

The introduction of large language models (LLMs) has greatly enhanced the capabilities of software agents. Instead of relying on rule-based interactions, agents can now interact in flexible ways akin to humans. However, this flexibility quickly becomes a problem in fields where errors can be disastrous, such as in a pharmacy context, but the opposite also holds true; a system that is too inflexible will also lead to errors, as it can become too rigid to handle situations that are not accounted for. Work using LLMs in a pharmacy context have adopted a wide scope, accounting for many different medications in brief interactions -- our strategy is the opposite: focus on a more narrow and long task. This not only enables a greater understanding of the task at hand, but also provides insight into what challenges are present in an interaction of longer nature. The main challenge, however, remains the same for a narrow and wide system: it needs to strike a balance between adherence to conversational requirements and flexibility. In an effort to strike such a balance, we present a prototype system meant to provide medication counseling while juggling these two extremes. We also cover our design in constructing such a system, with a focus on methods aiming to fulfill conversation requirements, reduce hallucinations and promote high-quality responses. The methods used have the potential to increase the determinism of the system, while simultaneously not removing the dynamic conversational abilities granted by the usage of LLMs. However, a great deal of work remains ahead, and the development of this kind of system needs to involve continuous testing and a human-in-the-loop. It should also be evaluated outside of commonly used benchmarks for LLMs, as these do not adequately capture the complexities of this kind of conversational system.