As emotional support chatbots have recently gained significant traction across both research and industry, a common evaluation strategy has emerged: use help-seeker simulators to interact with supporter chatbots. However, current simulators suffer from two critical limitations: (1) they fail to capture the behavioral diversity of real-world seekers, often portraying them as overly cooperative, and (2) they lack the controllability required to simulate specific seeker profiles. To address these challenges, we present a controllable seeker simulator driven by nine psychological and linguistic features that underpin seeker behavior. Using authentic Reddit conversations, we train our model via a Mixture-of-Experts (MoE) architecture, which effectively differentiates diverse seeker behaviors into specialized parameter subspaces, thereby enhancing fine-grained controllability. Our simulator achieves superior profile adherence and behavioral diversity compared to existing approaches. Furthermore, evaluating 7 prominent supporter models with our system uncovers previously obscured performance degradations. These findings underscore the utility of our framework in providing a more faithful and stress-tested evaluation for emotional support chatbots.

A common retrieve-and-rerank paradigm involves retrieving relevant candidates from a broad set using a fast bi-encoder (BE), followed by applying expensive but accurate cross-encoders (CE) to a limited candidate set. However, relying on this small subset is often susceptible to error propagation from the bi-encoders, which limits the overall performance. To address these issues, we propose the Comparing Multiple Candidates (CMC) framework. CMC compares a query and multiple embeddings of similar candidates (i.e., neighbors) through shallow self-attention layers, delivering rich representations contextualized to each other. Furthermore, CMC is scalable enough to handle multiple comparisons simultaneously. For example, comparing ~10K candidates with CMC takes a similar amount of time as comparing 16 candidates with CE. Experimental results on the ZeSHEL dataset demonstrate that CMC, when plugged in between bi-encoders and cross-encoders as a seamless intermediate reranker (BE-CMC-CE), can effectively improve recall@k (+6.7%-p, +3.5%-p for R@16, R@64) compared to using only bi-encoders (BE-CE), with negligible slowdown (<7%). Additionally, to verify CMC’s effectiveness as the final-stage reranker in improving top-1 accuracy, we conduct experiments on downstream tasks such as entity, passage, and dialogue ranking. The results indicate that CMC is not only faster (11x) but also often more effective than CE, with improved prediction accuracy in Wikipedia entity linking (+0.7%-p) and DSTC7 dialogue ranking (+3.3%-p).