arXiv:2607.17548cs.HCcs.AI2026-07

让用户参与反馈会降低对系统准确性的信任,尤其在有标准答案的场景下。

Human-in-the-Loop User Feedback Affects Perceived Accuracy and Trust, but Task Subjectivity Matters

论文配图:Human-in-the-Loop User Feedback Affects Perceived Accuracy and Trust, but Task Subjectivity Matters
图 1 · 摘自论文原文
  • 通过三组对照实验,研究用户反馈对系统感知的影响。
  • 客观任务中反馈后用户信任与准确率感知下降,即使系统性能提升。
  • 主观任务中无此负面效应,适合需要用户主观判断的场景。

尽管机器学习可构建人类难以手动设计的复杂模型,但引入人类输入常能进一步提升性能。虽然反馈可来自设计师或领域专家,但在许多情况下,日常使用系统的终端用户会逐渐了解其缺陷,并希望基于自身知识调整系统行为。尽管向终端用户征集反馈可随时间显著改进模型,但引入此类技术也可能影响信任、系统准确率感知等人类因素,这些影响尚未完全理解,且现有文献报道结果不一。因此,我们通过三组受控实验,研究交互式反馈收集对不同情境下用户认知的影响。结果显示,在存在客观正确答案的情境中,提供人机协同反馈会降低参与者对系统的信任及准确率感知,无论系统是否因反馈而改善。而在涉及主观意见的反馈情境中,未观察到类似负面效应。此外,在客观情境中,用户信任随时间下降;在主观情境中,用户信任也随时间下降。这些结果凸显了在设计智能系统时,需考虑不同类型用户反馈对信任影响的重要性。

原文摘要 · Abstract (English)

While ML can produce complex models beyond those that a human could produce manually, incorporating human input can often improve performance beyond purely data-driven models. While this feedback could come from system designers or domain experts, in many cases, the end users who regularly use the system will naturally develop an understanding of its flaws and desire the ability to change the system's behavior based on their knowledge. While soliciting feedback from end users can result in significant model improvement over time, introducing these feedback techniques can also affect several human factors-such as trust or perception of system accuracy-that are not yet fully understood and have different effects reported in the existing literature. Therefore, we sought to build on the existing research to further explore how the act of providing feedback can affect user understanding of an intelligent system and its accuracy in different contexts. We present three controlled experiments that study the effects of interactive feedback collections on user impressions in domains with objective and subjective feedback. The results show that in a context where there is an objectively correct answer, providing HITL feedback lowered both participants' trust in the system and their perception of system accuracy, regardless of whether the system accuracy improved in response to their feedback. However, when the feedback being provided involved subjective opinion, no such negative bias was observed. Furthermore, in the objective context, participants distrusted the system over time, whereas participants in the subjective context mistrusted the system over time. These results highlight the importance of considering the effects of allowing different types of end-user feedback on user trust when designing intelligent systems.

人机协同用户信任反馈机制

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