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arXiv · 2202.13444

The Impact of Explanations on Layperson Trust in Artificial Intelligence-Driven Symptom Checker Apps: Experimental Study

Claire Woodcock·Brent Mittelstadt·Dan Busbridge·Grant Blank
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Abstract

To achieve the promoted benefits of an AI symptom checker, laypeople must trust and subsequently follow its instructions. In AI, explanations are seen as a tool to communicate the rationale behind black-box decisions to encourage trust and adoption. However, the effectiveness of the types of explanations used in AI-driven symptom checkers has not yet been studied. Social theories suggest that why-explanations are better at communicating knowledge and cultivating trust among laypeople. This study ascertains whether explanations provided by a symptom checker affect explanatory trust among laypeople (N=750) and whether this trust is impacted by their existing knowledge of disease. Results suggest system builders developing explanations for symptom-checking apps should consider the recipient's knowledge of a disease and tailor explanations to each user's specific need. Effort should be placed on generating explanations that are personalized to each user of a symptom checker to fully discount the diseases that they may be aware of and to close their information gap.

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Claire Woodcock, Brent Mittelstadt, Dan Busbridge, Grant Blank. 2022-02-27. The Impact of Explanations on Layperson Trust in Artificial Intelligence-Driven Symptom Checker Apps: Experimental Study. https://doi.org/10.2196/29386

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