"I don't know anything about laptops!" - User Perception of Digital Product Advisors Adapting to Their Knowledge Levels

Conversational commerce uses digital assistants to support the search process and decision-making in e-commerce. Effective communication in these interactions can be facilitated by assistants adapting their communication style to users and supporting shared understanding. An open challenge in this context is adapting the presentation of complex product information to users with varying levels of domain knowledge. To investigate strategies for such knowledge-level adaptation, we set up a chatbot-assisted laptop search scenario. In a between-subjects experiment (n = 251), we examined novice and expert perceptions of product attribute recommendations presented as technical information only (T), or augmented with performance categories (TC), attribute explanations (TE), or both (TCE). For novices, approaches with explanations (TE, TCE) were perceived as more helpful and led to higher perceived learning than those without. Novices also rated the combined approach (TCE) more appropriate than the baseline (T) and TC in terms of information quantity, indicating that explanations are crucial to understand and benefit from performance categories. Critically, experts showed no significant differences across conditions, suggesting that providing supplementary information beneficial to novices did not detract from their experience. We distill these findings into four concrete design guidelines for inclusive text-based product advisors in technical domains: use TCE by default; keep a single inclusive interface; avoid standalone categories; and support user agency and personalize to the stated use case.

Cleo: A Transparent and Controllable Chatbot for Conversational Commerce

We demonstrate Cleo, a transparent and controllable conversational product advisor that addresses the challenges of opacity, unpredictability of LLMs, and the complexity of comparisons in conversational commerce. With our chatbot system, we make four contributions: First, we introduce transparency by prompting the LLM to reflect on interpreted user needs, while an auditable ranking mechanism reveals loss values per attribute, explaining ranking decisions. Second, we propose controllability through a hybrid architecture separating deterministic ranking from language generation. A ranker applies categorical filters and numeric loss functions over 3,638 product specifications. Meanwhile, a constrained LLM generates grounded descriptions constrained to catalog evidence, thus mitigating the risk of hallucinated or persuasive content. Third, we provide decision support in the form of natural-language comparisons and a highlights feature. These aim to reduce mental workload by contextualizing specifications relative to user needs. Fourth, we contribute an extensible experimental system for IR and HCI researchers, as well as practitioners of conversational search and recommendation. Unlike traditional faceted search or opaque LLM-only recommenders, our approach allows for fluid conversation while maintaining algorithmic transparency. In a live demonstration, attendees will experience information needs elicitation and reflection, conversational refinement with real-time re-ranking, inspection of per-attribute loss explanations, and AI-generated multi-item comparisons. The system aims to advance the design of transparent and controllable conversational systems that provide support for decision-making during online product search.

Transparent by Design, Usable in Practice? A Formative Usability Study of a Conversational Product Advisor

Large language models can make conversational product advisors fluent but opaque. If they hide the logic behind a ranking and the evidence for a recommendation inside natural-language replies, they challenge users' ability to understand, trust, and steer the results. One response is to build transparency into the advisor. We report a formative, moderated think-aloud usability study of one such system: a chatbot for laptop search with constrained natural-language generation, an on-demand ranking explanation, and a comparison feature. Seven participants completed three laptop-search tasks and reported post-task usability measures. We coded their sessions into severity-rated usability problems. Ease and satisfaction during the tasks were high, but two findings stand out. First, transparency by design did not guarantee understanding: several participants valued the ranking explanation in principle, yet it caused the most severe problem. Second, participants valued the effort the advisor saved, but some wanted additional direct-manipulation controls. We contribute a severity-prioritized set of usability problems and design implications for human-centered conversational product advisors.

AI Overviews in Academic Search: Evaluating AI-generated Summaries of Search Results in a Domain-specific Search Engine

Evaluating search engine results pages (SERPs) to assess result relevance is a demanding step in academic search. In a formative mixed-methods design study, we examine AI-generated SERP-level summaries as a support feature in an academic search engine for social science information. First, we manually evaluated summaries of the top five results for 10 queries using two general-purpose models, one commercial and one open, deriving an exploratory six-category error taxonomy and five safeguards for scholarly deployment. We then conducted a within-subjects user study (n = 30) comparing interfaces with and without AI summaries. Confirmatory analyses showed consistent but non-significant trends favoring AI summaries for subjective workload, perceived usefulness, satisfaction, and decision-making confidence. Exploratory analyses suggested lower mental demand, with frustration also tending to be lower. Behaviorally, participants rarely expanded the summaries and descriptively made slightly fewer result clicks and query reformulations when summaries were available. Drawing on Information Foraging Theory and participant feedback, we suggest that AI summaries may concentrate SERP-level information scent to support early triage. Overall, the findings indicate that SERP-level AI summaries are a context- and user-dependent aid rather than a universal improvement, while contributing an error taxonomy, safeguard-aware deployment guidance, and concrete design implications for scholarly search.

Report on CHIIR 2026 Workshop on Generative AI and Academic Search (GAI&AS)

This report summarizes the CHIIR 2026 Workshop on Generative AI and Academic Search (GAI\&AS), which examined how GenAI is reshaping academic search systems and research practices. The workshop brought together researchers in human information interaction and information retrieval to explore key challenges and opportunities in designing and evaluating future academic search systems that integrate GenAI, moving beyond traditional document retrieval to support summarization, recommendation, synthesis, and conversational interaction. Participants' interests and discussions focused on three thematic clusters: foundations and principles, applications and opportunities, and search-as-learning. Across these themes, the workshop highlighted the importance of academic search systems in supporting transparency, credibility, research integrity, and long-term scholarly needs, as well as in fostering higher-order cognitive processes. Participants discussed guiding theories, design principles, methodological approaches, partnerships, and community-building efforts aimed at advancing human-centered GenAI-enhanced academic search systems. Overall, the workshop demonstrated strong community interest and a diverse range of ongoing and emerging research initiatives at the intersection of GenAI and academic search.