Q. Vera Liao

Ziang Xiao, Xingdi Yuan, Q. Vera Liao et al. · microsoft-research

Qualitative analysis of textual contents unpacks rich and valuable information by assigning labels to the data. However, this process is often labor-intensive, particularly when working with large datasets. While recent AI-based tools demonstrate utility, researchers may not have readily available AI resources and expertise, let alone be challenged by the limited generalizability of those task-specific models. In this study, we explored the use of large language models (LLMs) in supporting deductive coding, a major category of qualitative analysis where researchers use pre-determined codebooks to label the data into a fixed set of codes. Instead of training task-specific models, a pre-trained LLM could be used directly for various tasks without fine-tuning through prompt learning. Using a curiosity-driven questions coding task as a case study, we found, by combining GPT-3 with expert-drafted codebooks, our proposed approach achieved fair to substantial agreements with expert-coded results. We lay out challenges and opportunities in using LLMs to support qualitative coding and beyond.

Q. Vera Liao, Ziang Xiao · microsoft-research

The recent development of generative large language models (LLMs) poses new challenges for model evaluation that the research community and industry have been grappling with. While the versatile capabilities of these models ignite much excitement, they also inevitably make a leap toward homogenization: powering a wide range of applications with a single, often referred to as ``general-purpose'', model. In this position paper, we argue that model evaluation practices must take on a critical task to cope with the challenges and responsibilities brought by this homogenization: providing valid assessments for whether and how much human needs in diverse downstream use cases can be satisfied by the given model (\textit{socio-technical gap}). By drawing on lessons about improving research realism from the social sciences, human-computer interaction (HCI), and the interdisciplinary field of explainable AI (XAI), we urge the community to develop evaluation methods based on real-world contexts and human requirements, and embrace diverse evaluation methods with an acknowledgment of trade-offs between realisms and pragmatic costs to conduct the evaluation. By mapping HCI and current NLG evaluation methods, we identify opportunities for evaluation methods for LLMs to narrow the socio-technical gap and pose open questions.

Upol Ehsan, Q. Vera Liao, Samir Passi et al. · gatech

Mistakes in AI systems are inevitable, arising from both technical limitations and sociotechnical gaps. While black-boxing AI systems can make the user experience seamless, hiding the seams risks disempowering users to mitigate fallouts from AI mistakes. Instead of hiding these AI imperfections, can we leverage them to help the user? While Explainable AI (XAI) has predominantly tackled algorithmic opaqueness, we propose that seamful design can foster AI explainability by revealing and leveraging sociotechnical and infrastructural mismatches. We introduce the concept of Seamful XAI by (1) conceptually transferring "seams" to the AI context and (2) developing a design process that helps stakeholders anticipate and design with seams. We explore this process with 43 AI practitioners and real end-users, using a scenario-based co-design activity informed by real-world use cases. We found that the Seamful XAI design process helped users foresee AI harms, identify underlying reasons (seams), locate them in the AI's lifecycle, learn how to leverage seamful information to improve XAI and user agency. We share empirical insights, implications, and reflections on how this process can help practitioners anticipate and craft seams in AI, how seamfulness can improve explainability, empower end-users, and facilitate Responsible AI.

Q. Vera Liao, S. Shyam Sundar

Current literature and public discourse on "trust in AI" are often focused on the principles underlying trustworthy AI, with insufficient attention paid to how people develop trust. Given that AI systems differ in their level of trustworthiness, two open questions come to the fore: how should AI trustworthiness be responsibly communicated to ensure appropriate and equitable trust judgments by different users, and how can we protect users from deceptive attempts to earn their trust? We draw from communication theories and literature on trust in technologies to develop a conceptual model called MATCH, which describes how trustworthiness is communicated in AI systems through trustworthiness cues and how those cues are processed by people to make trust judgments. Besides AI-generated content, we highlight transparency and interaction as AI systems' affordances that present a wide range of trustworthiness cues to users. By bringing to light the variety of users' cognitive processes to make trust judgments and their potential limitations, we urge technology creators to make conscious decisions in choosing reliable trustworthiness cues for target users and, as an industry, to regulate this space and prevent malicious use. Towards these goals, we define the concepts of warranted trustworthiness cues and expensive trustworthiness cues, and propose a checklist of requirements to help technology creators identify appropriate cues to use. We present a hypothetical use case to illustrate how practitioners can use MATCH to design AI systems responsibly, and discuss future directions for research and industry efforts aimed at promoting responsible trust in AI.

Mohammad Tahaei, Marios Constantinides, Daniele Quercia et al.

In recent years, the CHI community has seen significant growth in research on Human-Centered Responsible Artificial Intelligence. While different research communities may use different terminology to discuss similar topics, all of this work is ultimately aimed at developing AI that benefits humanity while being grounded in human rights and ethics, and reducing the potential harms of AI. In this special interest group, we aim to bring together researchers from academia and industry interested in these topics to map current and future research trends to advance this important area of research by fostering collaboration and sharing ideas.

Soumya Ghosh, Q. Vera Liao, Karthikeyan Natesan Ramamurthy et al.

In this paper, we describe an open source Python toolkit named Uncertainty Quantification 360 (UQ360) for the uncertainty quantification of AI models. The goal of this toolkit is twofold: first, to provide a broad range of capabilities to streamline as well as foster the common practices of quantifying, evaluating, improving, and communicating uncertainty in the AI application development lifecycle; second, to encourage further exploration of UQ's connections to other pillars of trustworthy AI such as fairness and transparency through the dissemination of latest research and education materials. Beyond the Python package (\url{https://github.com/IBM/UQ360}), we have developed an interactive experience (\url{http://uq360.mybluemix.net}) and guidance materials as educational tools to aid researchers and developers in producing and communicating high-quality uncertainties in an effective manner.

Vijay Arya, Rachel K. E. Bellamy, Pin-Yu Chen et al.

As artificial intelligence and machine learning algorithms make further inroads into society, calls are increasing from multiple stakeholders for these algorithms to explain their outputs. At the same time, these stakeholders, whether they be affected citizens, government regulators, domain experts, or system developers, present different requirements for explanations. Toward addressing these needs, we introduce AI Explainability 360 (http://aix360.mybluemix.net/), an open-source software toolkit featuring eight diverse and state-of-the-art explainability methods and two evaluation metrics. Equally important, we provide a taxonomy to help entities requiring explanations to navigate the space of explanation methods, not only those in the toolkit but also in the broader literature on explainability. For data scientists and other users of the toolkit, we have implemented an extensible software architecture that organizes methods according to their place in the AI modeling pipeline. We also discuss enhancements to bring research innovations closer to consumers of explanations, ranging from simplified, more accessible versions of algorithms, to tutorials and an interactive web demo to introduce AI explainability to different audiences and application domains. Together, our toolkit and taxonomy can help identify gaps where more explainability methods are needed and provide a platform to incorporate them as they are developed.

Sunnie S. Y. Kim, Q. Vera Liao, Mihaela Vorvoreanu et al. · microsoft-research

Widely deployed large language models (LLMs) can produce convincing yet incorrect outputs, potentially misleading users who may rely on them as if they were correct. To reduce such overreliance, there have been calls for LLMs to communicate their uncertainty to end users. However, there has been little empirical work examining how users perceive and act upon LLMs' expressions of uncertainty. We explore this question through a large-scale, pre-registered, human-subject experiment (N=404) in which participants answer medical questions with or without access to responses from a fictional LLM-infused search engine. Using both behavioral and self-reported measures, we examine how different natural language expressions of uncertainty impact participants' reliance, trust, and overall task performance. We find that first-person expressions (e.g., "I'm not sure, but...") decrease participants' confidence in the system and tendency to agree with the system's answers, while increasing participants' accuracy. An exploratory analysis suggests that this increase can be attributed to reduced (but not fully eliminated) overreliance on incorrect answers. While we observe similar effects for uncertainty expressed from a general perspective (e.g., "It's not clear, but..."), these effects are weaker and not statistically significant. Our findings suggest that using natural language expressions of uncertainty may be an effective approach for reducing overreliance on LLMs, but that the precise language used matters. This highlights the importance of user testing before deploying LLMs at scale.

Sunnie S. Y. Kim, Jennifer Wortman Vaughan, Q. Vera Liao et al. · microsoft-research

Large language models (LLMs) can produce erroneous responses that sound fluent and convincing, raising the risk that users will rely on these responses as if they were correct. Mitigating such overreliance is a key challenge. Through a think-aloud study in which participants use an LLM-infused application to answer objective questions, we identify several features of LLM responses that shape users' reliance: explanations (supporting details for answers), inconsistencies in explanations, and sources. Through a large-scale, pre-registered, controlled experiment (N=308), we isolate and study the effects of these features on users' reliance, accuracy, and other measures. We find that the presence of explanations increases reliance on both correct and incorrect responses. However, we observe less reliance on incorrect responses when sources are provided or when explanations exhibit inconsistencies. We discuss the implications of these findings for fostering appropriate reliance on LLMs.

Nikhil Sharma, Q. Vera Liao, Ziang Xiao

Large language models (LLMs) powered conversational search systems have already been used by hundreds of millions of people, and are believed to bring many benefits over conventional search. However, while decades of research and public discourse interrogated the risk of search systems in increasing selective exposure and creating echo chambers -- limiting exposure to diverse opinions and leading to opinion polarization, little is known about such a risk of LLM-powered conversational search. We conduct two experiments to investigate: 1) whether and how LLM-powered conversational search increases selective exposure compared to conventional search; 2) whether and how LLMs with opinion biases that either reinforce or challenge the user's view change the effect. Overall, we found that participants engaged in more biased information querying with LLM-powered conversational search, and an opinionated LLM reinforcing their views exacerbated this bias. These results present critical implications for the development of LLMs and conversational search systems, and the policy governing these technologies.

Lujain Ibrahim, Katherine M. Collins, Sunnie S. Y. Kim et al. · stanford

Large language models (LLMs) distinguish themselves from previous technologies by functioning as collaborative "thought partners," capable of engaging more fluidly in natural language. As LLMs increasingly influence consequential decisions across diverse domains from healthcare to personal advice, the risk of overreliance - relying on LLMs beyond their capabilities - grows. This position paper argues that measuring and mitigating overreliance must become central to LLM research and deployment. First, we consolidate risks from overreliance at both the individual and societal levels, including high-stakes errors, governance challenges, and cognitive deskilling. Then, we explore LLM characteristics, system design features, and user cognitive biases that - together - raise serious and unique concerns about overreliance in practice. We also examine historical approaches for measuring overreliance, identifying three important gaps and proposing three promising directions to improve measurement. Finally, we propose mitigation strategies that the AI research community can pursue to ensure LLMs augment rather than undermine human capabilities.

Q. Vera Liao, Kush R. Varshney

In recent years, the field of explainable AI (XAI) has produced a vast collection of algorithms, providing a useful toolbox for researchers and practitioners to build XAI applications. With the rich application opportunities, explainability is believed to have moved beyond a demand by data scientists or researchers to comprehend the models they develop, to an essential requirement for people to trust and adopt AI deployed in numerous domains. However, explainability is an inherently human-centric property and the field is starting to embrace human-centered approaches. Human-computer interaction (HCI) research and user experience (UX) design in this area are becoming increasingly important. In this chapter, we begin with a high-level overview of the technical landscape of XAI algorithms, then selectively survey our own and other recent HCI works that take human-centered approaches to design, evaluate, and provide conceptual and methodological tools for XAI. We ask the question "what are human-centered approaches doing for XAI" and highlight three roles that they play in shaping XAI technologies by helping navigate, assess and expand the XAI toolbox: to drive technical choices by users' explainability needs, to uncover pitfalls of existing XAI methods and inform new methods, and to provide conceptual frameworks for human-compatible XAI.

Q. Vera Liao, Milena Pribić, Jaesik Han et al.

A pervasive design issue of AI systems is their explainability--how to provide appropriate information to help users understand the AI. The technical field of explainable AI (XAI) has produced a rich toolbox of techniques. Designers are now tasked with the challenges of how to select the most suitable XAI techniques and translate them into UX solutions. Informed by our previous work studying design challenges around XAI UX, this work proposes a design process to tackle these challenges. We review our and related prior work to identify requirements that the process should fulfill, and accordingly, propose a Question-Driven Design Process that grounds the user needs, choices of XAI techniques, design, and evaluation of XAI UX all in the user questions. We provide a mapping guide between prototypical user questions and exemplars of XAI techniques to reframe the technical space of XAI, also serving as boundary objects to support collaboration between designers and AI engineers. We demonstrate it with a use case of designing XAI for healthcare adverse events prediction, and discuss lessons learned for tackling design challenges of AI systems.

Ana Lucic, Madhulika Srikumar, Umang Bhatt et al.

Given that there are a variety of stakeholders involved in, and affected by, decisions from machine learning (ML) models, it is important to consider that different stakeholders have different transparency needs. Previous work found that the majority of deployed transparency mechanisms primarily serve technical stakeholders. In our work, we want to investigate how well transparency mechanisms might work in practice for a more diverse set of stakeholders by conducting a large-scale, mixed-methods user study across a range of organizations, within a particular industry such as health care, criminal justice, or content moderation. In this paper, we outline the setup for our study.

Soya Park, April Wang, Ban Kawas et al.

Data scientists face a steep learning curve in understanding a new domain for which they want to build machine learning (ML) models. While input from domain experts could offer valuable help, such input is often limited, expensive, and generally not in a form readily consumable by a model development pipeline. In this paper, we propose Ziva, a framework to guide domain experts in sharing essential domain knowledge to data scientists for building NLP models. With Ziva, experts are able to distill and share their domain knowledge using domain concept extractors and five types of label justification over a representative data sample. The design of Ziva is informed by preliminary interviews with data scientists, in order to understand current practices of domain knowledge acquisition process for ML development projects. To assess our design, we run a mix-method case-study to evaluate how Ziva can facilitate interaction of domain experts and data scientists. Our results highlight that (1) domain experts are able to use Ziva to provide rich domain knowledge, while maintaining low mental load and stress levels; and (2) data scientists find Ziva's output helpful for learning essential information about the domain, offering scalability of information, and lowering the burden on domain experts to share knowledge. We conclude this work by experimenting with building NLP models using the Ziva output by our case study.

Upol Ehsan, Q. Vera Liao, Michael Muller et al.

As AI-powered systems increasingly mediate consequential decision-making, their explainability is critical for end-users to take informed and accountable actions. Explanations in human-human interactions are socially-situated. AI systems are often socio-organizationally embedded. However, Explainable AI (XAI) approaches have been predominantly algorithm-centered. We take a developmental step towards socially-situated XAI by introducing and exploring Social Transparency (ST), a sociotechnically informed perspective that incorporates the socio-organizational context into explaining AI-mediated decision-making. To explore ST conceptually, we conducted interviews with 29 AI users and practitioners grounded in a speculative design scenario. We suggested constitutive design elements of ST and developed a conceptual framework to unpack ST's effect and implications at the technical, decision-making, and organizational level. The framework showcases how ST can potentially calibrate trust in AI, improve decision-making, facilitate organizational collective actions, and cultivate holistic explainability. Our work contributes to the discourse of Human-Centered XAI by expanding the design space of XAI.

Dakuo Wang, Q. Vera Liao, Yunfeng Zhang et al.

Data science and machine learning (DS/ML) are at the heart of the recent advancements of many Artificial Intelligence (AI) applications. There is an active research thread in AI, \autoai, that aims to develop systems for automating end-to-end the DS/ML Lifecycle. However, do DS and ML workers really want to automate their DS/ML workflow? To answer this question, we first synthesize a human-centered AutoML framework with 6 User Role/Personas, 10 Stages and 43 Sub-Tasks, 5 Levels of Automation, and 5 Types of Explanation, through reviewing research literature and marketing reports. Secondly, we use the framework to guide the design of an online survey study with 217 DS/ML workers who had varying degrees of experience, and different user roles "matching" to our 6 roles/personas. We found that different user personas participated in distinct stages of the lifecycle -- but not all stages. Their desired levels of automation and types of explanation for AutoML also varied significantly depending on the DS/ML stage and the user persona. Based on the survey results, we argue there is no rationale from user needs for complete automation of the end-to-end DS/ML lifecycle. We propose new next steps for user-controlled DS/ML automation.

Umang Bhatt, Javier Antorán, Yunfeng Zhang et al.

Algorithmic transparency entails exposing system properties to various stakeholders for purposes that include understanding, improving, and contesting predictions. Until now, most research into algorithmic transparency has predominantly focused on explainability. Explainability attempts to provide reasons for a machine learning model's behavior to stakeholders. However, understanding a model's specific behavior alone might not be enough for stakeholders to gauge whether the model is wrong or lacks sufficient knowledge to solve the task at hand. In this paper, we argue for considering a complementary form of transparency by estimating and communicating the uncertainty associated with model predictions. First, we discuss methods for assessing uncertainty. Then, we characterize how uncertainty can be used to mitigate model unfairness, augment decision-making, and build trustworthy systems. Finally, we outline methods for displaying uncertainty to stakeholders and recommend how to collect information required for incorporating uncertainty into existing ML pipelines. This work constitutes an interdisciplinary review drawn from literature spanning machine learning, visualization/HCI, design, decision-making, and fairness. We aim to encourage researchers and practitioners to measure, communicate, and use uncertainty as a form of transparency.

Bhavya Ghai, Q. Vera Liao, Yunfeng Zhang et al.

We propose a new active learning (AL) framework, Active Learning++, which can utilize an annotator's labels as well as its rationale. Annotators can provide their rationale for choosing a label by ranking input features based on their importance for a given query. To incorporate this additional input, we modified the disagreement measure for a bagging-based Query by Committee (QBC) sampling strategy. Instead of weighing all committee models equally to select the next instance, we assign higher weight to the committee model with higher agreement with the annotator's ranking. Specifically, we generated a feature importance-based local explanation for each committee model. The similarity score between feature rankings provided by the annotator and the local model explanation is used to assign a weight to each corresponding committee model. This approach is applicable to any kind of ML model using model-agnostic techniques to generate local explanation such as LIME. With a simulation study, we show that our framework significantly outperforms a QBC based vanilla AL framework.

Bhavya Ghai, Q. Vera Liao, Yunfeng Zhang et al.

Social biases based on gender, race, etc. have been shown to pollute machine learning (ML) pipeline predominantly via biased training datasets. Crowdsourcing, a popular cost-effective measure to gather labeled training datasets, is not immune to the inherent social biases of crowd workers. To ensure such social biases aren't passed onto the curated datasets, it's important to know how biased each crowd worker is. In this work, we propose a new method based on counterfactual fairness to quantify the degree of inherent social bias in each crowd worker. This extra information can be leveraged together with individual worker responses to curate a less biased dataset.

Bhavya Ghai, Q. Vera Liao, Yunfeng Zhang et al.

The wide adoption of Machine Learning technologies has created a rapidly growing demand for people who can train ML models. Some advocated the term "machine teacher" to refer to the role of people who inject domain knowledge into ML models. One promising learning paradigm is Active Learning (AL), by which the model intelligently selects instances to query the machine teacher for labels. However, in current AL settings, the human-AI interface remains minimal and opaque. We begin considering AI explanations as a core element of the human-AI interface for teaching machines. When a human student learns, it is a common pattern to present one's own reasoning and solicit feedback from the teacher. When a ML model learns and still makes mistakes, the human teacher should be able to understand the reasoning underlying the mistakes. When the model matures, the machine teacher should be able to recognize its progress in order to trust and feel confident about their teaching outcome. Toward this vision, we propose a novel paradigm of explainable active learning (XAL), by introducing techniques from the recently surging field of explainable AI (XAI) into an AL setting. We conducted an empirical study comparing the model learning outcomes, feedback content and experience with XAL, to that of traditional AL and coactive learning (providing the model's prediction without the explanation). Our study shows benefits of AI explanation as interfaces for machine teaching--supporting trust calibration and enabling rich forms of teaching feedback, and potential drawbacks--anchoring effect with the model judgment and cognitive workload. Our study also reveals important individual factors that mediate a machine teacher's reception to AI explanations, including task knowledge, AI experience and need for cognition. By reflecting on the results, we suggest future directions and design implications for XAL.

Q. Vera Liao, Michael Muller

Two general routes have been followed to develop artificial agents that are sensitive to human values---a top-down approach to encode values into the agents, and a bottom-up approach to learn from human actions, whether from real-world interactions or stories. Although both approaches have made exciting scientific progress, they may face challenges when applied to the current development practices of AI systems, which require the under-standing of the specific domains and specific stakeholders involved. In this work, we bring together perspectives from the human-computer interaction (HCI) community, where designing technologies sensitive to user values has been a longstanding focus. We highlight several well-established areas focusing on developing empirical methods for inquiring user values. Based on these methods, we propose participatory design fictions to study user values involved in AI systems and present preliminary results from a case study. With this paper, we invite the consideration of user-centered value inquiry and value learning.

Jonathan Dodge, Q. Vera Liao, Yunfeng Zhang et al.

Ensuring fairness of machine learning systems is a human-in-the-loop process. It relies on developers, users, and the general public to identify fairness problems and make improvements. To facilitate the process we need effective, unbiased, and user-friendly explanations that people can confidently rely on. Towards that end, we conducted an empirical study with four types of programmatically generated explanations to understand how they impact people's fairness judgments of ML systems. With an experiment involving more than 160 Mechanical Turk workers, we show that: 1) Certain explanations are considered inherently less fair, while others can enhance people's confidence in the fairness of the algorithm; 2) Different fairness problems--such as model-wide fairness issues versus case-specific fairness discrepancies--may be more effectively exposed through different styles of explanation; 3) Individual differences, including prior positions and judgment criteria of algorithmic fairness, impact how people react to different styles of explanation. We conclude with a discussion on providing personalized and adaptive explanations to support fairness judgments of ML systems.

Q Vera Liao, Biplav Srivastava, Pavan Kapanipathi

Dialog is a natural modality for interaction between customers and businesses in the service industry. As customers call up the service provider, their interactions may be routine or extraordinary. We believe that these interactions, when seen as dialogs, can be analyzed to obtain a better understanding of customer needs and how to efficiently address them. We introduce the idea of a dialog complexity measure to characterize multi-party interactions, propose a general data-driven method to calculate it, use it to discover insights in public and enterprise dialog datasets, and demonstrate its beneficial usage in facilitating better handling of customer requests and evaluating service agents.