Humans, AI, and Context: Understanding End-Users' Trust in a Real-World Computer Vision Application

Trust is an important factor in people's interactions with AI systems. However, there is a lack of empirical studies examining how real end-users trust or distrust the AI system they interact with. Most research investigates one aspect of trust in lab settings with hypothetical end-users. In this paper, we provide a holistic and nuanced understanding of trust in AI through a qualitative case study of a real-world computer vision application. We report findings from interviews with 20 end-users of a popular, AI-based bird identification app where we inquired about their trust in the app from many angles. We find participants perceived the app as trustworthy and trusted it, but selectively accepted app outputs after engaging in verification behaviors, and decided against app adoption in certain high-stakes scenarios. We also find domain knowledge and context are important factors for trust-related assessment and decision-making. We discuss the implications of our findings and provide recommendations for future research on trust in AI.

"Help Me Help the AI": Understanding How Explainability Can Support Human-AI Interaction

Despite the proliferation of explainable AI (XAI) methods, little is understood about end-users' explainability needs. This gap is critical, because end-users may have needs that XAI methods should but don't yet support. To address this gap and contribute to understanding how explainability can support human-AI interaction, we conducted a study of a real-world AI application via interviews with 20 end-users of Merlin, a bird-identification app. We found that people express a need for practically useful information that can improve their collaboration with the AI system, and intend to use XAI explanations for calibrating trust, improving their task skills, changing their behavior to supply better inputs to the AI system, and giving constructive feedback to developers. We also assessed end-users' perceptions of existing XAI approaches, finding that they prefer part-based explanations. Finally, we discuss implications of our findings and provide recommendations for future designs of XAI, specifically XAI for human-AI collaboration.

Calendar.help: Designing a Workflow-Based Scheduling Agent with Humans in the Loop

Although information workers may complain about meetings, they are an essential part of their work life. Consequently, busy people spend a significant amount of time scheduling meetings. We present Calendar.help, a system that provides fast, efficient scheduling through structured workflows. Users interact with the system via email, delegating their scheduling needs to the system as if it were a human personal assistant. Common scheduling scenarios are broken down using well-defined workflows and completed as a series of microtasks that are automated when possible and executed by a human otherwise. Unusual scenarios fall back to a trained human assistant who executes them as unstructured macrotasks. We describe the iterative approach we used to develop Calendar.help, and share the lessons learned from scheduling thousands of meetings during a year of real-world deployments. Our findings provide insight into how complex information tasks can be broken down into repeatable components that can be executed efficiently to improve productivity.