The reliability of assistance systems modulates the sense of control and acceptability of human operators

Abstract

Individuals are increasingly required to interact with complex and autonomous technologies, which often has a significant impact on the control they experience over their actions and choices. A better characterization of the factors responsible for modulating the control experience of human operators is therefore a major challenge to improve the quality of human-system interactions. Using a decision-making task performed in interaction with an automated system, we investigated the influence of two key properties of automated systems, their reliability and explicability, on participants' sense of agency (SoA), as well as the perceived acceptability of system choices. The results show an increase in SoA associated with the most explicable system. Importantly, the increase in system explicability influenced participants' ability to regulate the control resources they engaged in the current decision. In particular, we observed that participants' SoA varied with system reliability in the "explained" condition, whereas no variation was observed in the "non-explained" condition. Finally, we found that system reliability had a direct impact on system acceptability, such that the most reliable systems were also considered the most acceptable systems. These results highlight the importance of studying agency in human–computer interaction in order to define more acceptable automation technologies.