Conversational Agent Selection Transparency Through Action Presentation
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Solution Overview
Problem
Conversational systems often fail to provide transparency to users regarding their actions, leading to confusion and mistrust due to incorrect interpretations, agent selection, or task performance.
Innovation Solution
A method and system that communicates user inputs to a back end application, presenting data structures containing candidate agent information, scores, selected agents, and skill performance data to enhance user understanding and allow feedback.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conversational systems automatically select and execute agents without explanation, then system efficiency and response time are improved, but user trust and transparency deteriorate
Solution Approach 1:
The system presents action data to users after execution, creating a feedback loop that explains what agents were considered, selected, and why. This allows users to understand system decisions while maintaining automated operation, resolving the contradiction between speed and transparency.
Solution Approach 2:
The system performs preliminary agent selection and scoring internally before presenting results to users. This preliminary processing maintains efficiency while the subsequent presentation of action data provides the needed transparency, allowing the system to operate fast yet explainably.
2Reliability
If conversational systems provide detailed explanations of agent selection and actions, then user trust and transparency are improved, but system complexity and processing time increase
Solution Approach 1:
The explanation is segmented into distinct components: candidate agents, their scores, the selected agent, and action data. This segmentation allows the system to present detailed information in an organized manner without overwhelming complexity, improving trust while managing system complexity.
Solution Approach 2:
Action data serves as an intermediary between the complex internal agent selection process and the user interface. It simplifies the presentation of complex decisions into understandable formats, improving user trust without requiring the user to understand the underlying system complexity.
3Loss of information
If conversational systems present all candidate agent data and scores, then user transparency and feedback capability are improved, but information overload and user confusion increase
Solution Approach 1:
Different levels of detail are provided for different elements: all candidate agents and scores are presented for transparency, but the selected agent receives highlighted emphasis with action data. This local differentiation guides user attention to what matters most while maintaining overall transparency, preventing information overload.
Solution Approach 2:
The presentation dynamically adapts to user needs by providing comprehensive data structures that can be explored at different depths. Users can view high-level summaries or drill into detailed action data as needed, maintaining transparency without causing confusion through static information overload.
Data Source
AI summary
A natural language input is communicated to a back end application. Candidate agent data communicated from the back end application is presented. The candidate agent data comprises data of a set of agents considered by the back end application for performance of a command extracted from the natural language input. Candidate agent score data communicated from the back end application is presented. The candidate agent score data comprises score data of an agent in the set of agents. Selected agent data communicated from the back end application is presented. The selected agent data comprises data of a selected agent in the set of agents, the selected agent selected by the back end application for performance of the command. Skill performance data communicated from the back end application is presented. The skill performance data comprises data of a processing step performed by the selected agent.