用户混合使用搜索与AI聊天，发现信任易被便捷性误导。
Blending Queries and Conversations: Understanding Tactics, Trust, Verification, and System Choice in Web Search and Chat Interactions
- 通过双系统任务实验，分析用户行为策略
- 78种策略中，约半数因追求快速答案而误信错误结果
- 适合关注人机交互信任机制的研究者
本研究开展了一项用户实验（N=22），参与者使用融合网页搜索与生成式AI聊天功能的界面完成健康信息查询任务。通过思考过程录音捕捉其决策逻辑。研究发现，生成式AI既非万能解药，也非简单退步。定性和定量分析识别出五大类共78种行为策略，揭示了不同界面功能的使用动因。预任务信心与信任感显著影响系统选择；在聊天功能中，用户更倾向信赖看似完美的答案，导致搜索后信心提升但结果错误。研究讨论了对核心问题的启示，并提出若干未来研究方向。
原文摘要 · Abstract (English)
This paper presents a user study (N=22) where participants used an interface combining Web Search and a Generative AI-Chat feature to solve health-related information tasks. We study how people behaved with the interface, why they behaved in certain ways, and what the outcomes of these behaviours were. A think-aloud protocol captured their thought processes during searches. Our findings suggest that GenAI is neither a search panacea nor a major regression compared to standard Web Search interfaces. Qualitative and quantitative analyses identified 78 tactics across five categories and provided insight into how and why different interface features were used. We find evidence that pre-task confidence and trust both influenced which interface feature was used. In both systems, but particularly when using the chat feature, trust was often misplaced in favour of ease-of-use and seemingly perfect answers, leading to increased confidence post-search despite having incorrect results. We discuss what our findings mean in the context of our defined research questions and outline several open questions for future research.
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