Know Your Mistakes: Towards Preventing Overreliance on Task-Oriented Conversational AI Through Accountability Modeling
This addresses the problem of users blindly trusting AI suggestions in conversational systems, though it is an incremental improvement on existing methods.
The paper tackles user overreliance on task-oriented conversational AI by proposing an accountability model that adds friction turns when the model is uncertain or makes errors in dialogue state tracking, resulting in a 3% absolute improvement in joint goal accuracy and state-of-the-art performance.
Recent LLMs have enabled significant advancements for conversational agents. However, they are also well known to hallucinate, producing responses that seem plausible but are factually incorrect. On the other hand, users tend to over-rely on LLM-based AI agents, accepting AI's suggestion even when it is wrong. Adding positive friction, such as explanations or getting user confirmations, has been proposed as a mitigation in AI-supported decision-making systems. In this paper, we propose an accountability model for LLM-based task-oriented dialogue agents to address user overreliance via friction turns in cases of model uncertainty and errors associated with dialogue state tracking (DST). The accountability model is an augmented LLM with an additional accountability head that functions as a binary classifier to predict the relevant slots of the dialogue state mentioned in the conversation. We perform our experiments with multiple backbone LLMs on two established benchmarks (MultiWOZ and Snips). Our empirical findings demonstrate that the proposed approach not only enables reliable estimation of AI agent errors but also guides the decoder in generating more accurate actions. We observe around 3% absolute improvement in joint goal accuracy (JGA) of DST output by incorporating accountability heads into modern LLMs. Self-correcting the detected errors further increases the JGA from 67.13 to 70.51, achieving state-of-the-art DST performance. Finally, we show that error correction through user confirmations (friction turn) achieves a similar performance gain, highlighting its potential to reduce user overreliance.