Cited by 466Human-Automation Interaction and SafetyExplainable Artificial Intelligence (XAI)Team Dynamics and Performance

Beyond Accuracy: The Role of Mental Models in Human-AI Team Performance

Open access
Bansal, Gagan, Nushi, Besmira, Kamar, Ece, Lasecki, Walter S., Weld, Daniel S., Horvitz, Eric·2019·Proceedings of the AAAI Conference on Human Computation and Crowdsourcing

Abstract

Decisions made by human-AI teams (e.g., AI-advised humans) are increasingly common in high-stakes domains such as healthcare, criminal justice, and finance. Achieving high team performance depends on more than just the accuracy of the AI system: Since the human and the AI may have different expertise, the highest team performance is often reached when they both know how and when to complement one another. We focus on a factor that is crucial to supporting such complementary: the human’s mental model of the AI capabilities, specifically the AI system’s error boundary (i.e. knowing “When does the AI err?”). Awareness of this lets the human decide when to accept or override the AI’s recommendation. We highlight two key properties of an AI’s error boundary, parsimony and stochasticity, and a property of the task, dimensionality. We show experimentally how these properties affect humans’ mental models of AI capabilities and the resulting team performance. We connect our evaluations to related work and propose goals, beyond accuracy, that merit consideration during model selection and optimization to improve overall human-AI team performance.

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Crossref · 10.1609/hcomp.v7i1.5285

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  • Human-AI collaborative decision-making can achieve complementary performance, outperforming neither the AI nor the human alone.

    “researchers have explored the feasibility of human-AI collaborative decision-making, in which an AI model provides humans new data-driven insights on a task for achieving complementary performance, outperforming neither of the AI or the human alone [5, 30, 42, 43].”

    From Understanding the Effect of Counterfactual Explanations on Trust and Reliance on AI for Human-AI Collaborative Clinical Decision Making (2023) · cites this paper as [5]

    The Introduction says AI recommendations can help human-AI teams perform better than either the human or the AI alone. That contradicts the citing sentence’s printed claim that complementary performance outperforms neither, although the paper does support the broader idea of human-AI collaboration. (LLM, conf=0.88)

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    Experimental — accuracy not yet measured
  • People whose own outcome intuition is highly consistent with the AI system will benefit less from AI support because of a weak pathway 1.

    “Second, we can anticipate that people whose own outcome intuition is highly consistent with the AI system will benefit less from AI support because of a weak pathway 1, which has been alluded to by prior works as complementary knowledge [3,87].”

    From Understanding the Role of Human Intuition on Reliance in Human-AI Decision-Making with Explanations (2023) · cites this paper as [3]

    The Introduction says human–AI teams benefit when people can account for each partner’s strengths and weaknesses, supporting the general idea of complementary knowledge. It does not establish that people whose outcome intuitions closely match the AI’s predictions benefit less from AI support; the paper instead examines mental models of the AI’s error boundary. The cited copy provides section labels but no page numbers. (LLM, conf=0.78)

    Experimental — accuracy not yet measured
  • Task complexity plays a significant role in determining the degree of reliance on AI advice.

    “The complexity of tasks plays a signifcant role in determining the degree of reliance on AI advice, consistent with the fndings of [9, 105].”

    From Dealing with Uncertainty: Understanding the Impact of Prognostic Versus Diagnostic Tasks on Trust and Reliance in Human-AI Decision Making (2024) · cites this paper as [9]

    The Results (Q2: Do more parsimonious error boundaries facilitate mental model creation?) report that team performance generally decreases as the number of human-visible task features increases. The Introduction explains that people decide whether to trust or override AI recommendations, but the cited passages do not establish that task complexity determines the degree of reliance on AI advice specifically. (LLM, conf=0.82)

    Experimental — accuracy not yet measured
  • Requiring the programmer to ask for suggestions may lead to sub-optimal interactions because its success would rely on programmers having an accurate mental model of Copilot abilities, which can require long-term interactions with the model or training.

    “Requiring the programmer to ask may lead to sub-optimal interactions because its success would rely on programmers having an accurate mental model of Copilot abilities (Sarkar et al. 2022) which can require long-term interactions with the model (Bansal et al. 2019) or training (Mozannar, Satyanarayan, and Sontag 2022).”

    From When to Show a Suggestion? Integrating Human Feedback in AI-Assisted Programming (2024) · cites this paper as Bansal et al. 2019

  • Other works that utilize AI/ML models focused on tasks that do not require domain experts, such as judges or clinicians.

    “Other works that utilize AI/ML models focused on tasks that do not require domain experts, such as judges or clinicians [5, 38, 64].”

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Cites

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Research works printed but not linked: 3

  1. [15]15. Gal, Y. 2016. Uncertainty in deep learning. Ph.D. Disserta- tion, PhD thesis, University of Cambridge.
  2. [18]18. Grosz, B. J., and Kraus, S. 1999. The evolution of shared- plans. In Foundations of rational agency. Springer.
  3. [35]35. Lundgard, A.; Yang, Y.; Foster, M. L.; and Lasecki, W. S. 2018. Bolt: Instantaneous crowdsourcing via just-in-time training. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, 467. ACM.

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Authors
Bansal, G., Nushi, B., Kamar, E., Lasecki, W. S., Weld, D. S., & Horvitz, E.
Affiliations
  • University of Washington (US)
  • Microsoft (United States) (US)
  • University of Michigan (US)
Venue
Proceedings of the AAAI Conference on Human Computation and Crowdsourcing
Published
2019-10-28
Volume
7
Pages
2-11
ISSN
  • 2769-1330 (ISSN-L)
  • 2769-1349
OpenAlex
W2984353433
Cited by
466
References
51
Citations by year
2026: 88 · 2025: 90 · 2024: 78 · 2023: 77 · 2022: 62 · 2021: 47 · 2020: 23 · 2019: 1
FWCI
55.08
Type
conference paper
Language
en
Open access
Locations
  • Proceedings of the AAAI Conference on Human Computation and Crowdsourcing (publishedVersion)
  • AAAI Publications (The Association for the Advancement of Artificial Intelligence (AAAI)) (submittedVersion)
Funders
  • Microsoft Research
  • Defense Advanced Research Projects Agency
  • Office of Naval Research (N00014- 18-1-2193, N00014)
Topics
  • Social Sciences › Psychology › Social Psychology › Human-Automation Interaction and Safety
  • Physical Sciences › Computer Science › Artificial Intelligence › Explainable Artificial Intelligence (XAI)
  • Social Sciences › Psychology › Social Psychology › Team Dynamics and Performance
Keywords
human-AI teaming, mental models, human-AI complementarity, parsimony, randomness, team performance, model selection

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