Dealing with Uncertainty

Abstract

While existing literature has explored and revealed several insights pertaining to the role of human factors (e.g., prior experience, domain knowledge) and attributes of AI systems (e.g., accuracy, trustworthiness), there is a limited understanding around how the important task characteristics of complexity and uncertainty shape human decision-making and human-AI team performance. In this work, we aim to address this research and empirical gap by systematically exploring how task complexity and uncertainty infuence human-AI decision-making. Task complexity refers to the load of information associated with a task, while task uncertainty refers to the level of unpredictability associated with the outcome of a task. We conducted a between-subjects user study (N = 258) in the context of a trip-planning task to investigate the impact of task complexity and uncertainty on human trust and reliance on AI systems. Our results revealed that task complexity and uncertainty have a signifcant impact on user reliance on AI systems. When presented with complex and uncertain tasks, users tended to rely more on AI systems while demonstrating lower levels of appropriate reliance compared to tasks that were less complex and uncertain. In contrast, we found that user trust in the AI systems was not infuenced by task complexity and uncertainty. Our fndings can help inform the future design of empirical studies exploring human-AI decision-making. Insights from this work can inform the design of AI systems and interventions that are better aligned with the challenges posed by complex and uncertain tasks. Finally, the lens of diagnostic versus prognostic tasks can inspire the operationalization of uncertainty in human-AI decision-making studies.