For people to be convinced, the process is crucial. The reason is that what motivates human action is the mental state of being able to believe in the content. However, in the rapidly growing field of Generative AI (GenAI), the “importance of process” has not been sufficiently applied. Consequently, GenAI responses lack persuasiveness. While demand for Explainable AI (XAI) has grown in recent years, research often remains biased toward technical perspectives, neglecting studies on perceptual quality. Thus, we formulated the research question: “How does carefully communicating the process leading to a result impact the perceived reliability of GenAI responses?” We conducted a randomized controlled trial in an online environment, dividing 800 working men and women into two groups: one presented only with the answer, and the other presented with the answer along with a detailed explanation of the reasoning process. The results demonstrated that in conversational GenAI, carefully explaining the process behind an answer increase both the user's conviction and appeal toward that answer. This finding complements the current focus on technical development in the business-critical domain of GenAI by introducing the perspective of perceived quality.
OZAWA et al. (Thu,) studied this question.