Ilona Horwath’s research while affiliated with Paderborn University and other places

This study investigates the potential of using advanced conversational artificial intelligence (AI) to help people understand complex AI systems. In line with conversation-analytic research, we view the participatory role of AI as dynamically unfolding in a situation rather than being predetermined by its architecture. To study user sensemaking of intransparent AI systems, we set up a naturalistic encounter between human participants and two AI systems developed in-house: a reinforcement learning simulation and a GPT-4-based explainer chatbot. Our results reveal that an explainer-AI only truly functions as such when participants actively engage with it as a co-constructive agent. Both the interface’s spatial configuration and the asynchronous temporal nature of the explainer AI – combined with the users’ presuppositions about its role – contribute to the decision whether to treat the AI as a dialogical co-participant in the interaction. Participants establish evidentiality conventions and sensemaking procedures that may diverge from a system’s intended design or function.