This article discusses the fundamental requirements for making explainable robots trustworthy and comprehensible for non-expert users. To this extent, we identify three main issues to solve: the approximate nature of explanations, their dependence on the interaction context and the intrinsic limitations of human understanding. The article proposes an organic solution for the design of explainable robots rooted in a sensemaking perspective. The establishment of contextual interaction boundaries, combined with the adoption of plausibility as the main criterion for the evaluation of explanations and of interactive and multi-modal explanations, forms the core of this proposal.

Artificial agents are progressively becoming more present in everyday-life situations and more sophisticated in their interaction affordances. In some specific cases, like Google Duplex, GPT-3 bots or Deep Mind’s AlphaGo Zero, their capabilities reach or exceed human levels. The use contexts of everyday life necessitate making such agents understandable by laypeople. At the same time, displaying human levels of social behavior has kindled the debate over the adoption of Dennett’s ‘intentional stance’. By means of a comparative analysis of the literature on robots and virtual agents, we defend the thesis that approaching these artificial agents ‘as if’ they had intentions and forms of social, goal-oriented rationality is the only way to deal with their complexity on a daily base. Specifically, we claim that this is the only viable strategy for non-expert users to understand, predict and perhaps learn from artificial agents’ behavior in everyday social contexts. Furthermore, we argue that as long as agents are transparent about their design principles and functionality, attributing intentions to their actions is not only essential, but also ethical. Additionally, we propose design guidelines inspired by the debate over the adoption of the intentional stance.

Strategies for improving the explainability of artificial agents are a key approach to support the understandability of artificial agents’ decision-making processes and their trustworthiness. However, since explanations are not inclined to standardization, finding solutions that fit the algorithmic-based decision-making processes of artificial agents poses a compelling challenge. This paper addresses the concept of trust in relation to complementary aspects that play a role in interpersonal and human–agent relationships, such as users’ confidence and their perception of artificial agents’ reliability. Particularly, this paper focuses on non-expert users’ perspectives, since users with little technical knowledge are likely to benefit the most from “post-hoc”, everyday explanations. Drawing upon the explainable AI and social sciences literature, this paper investigates how artificial agent’s explainability and trust are interrelated at different stages of an interaction. Specifically, the possibility of implementing explainability as a trust building, trust maintenance and restoration strategy is investigated. To this extent, the paper identifies and discusses the intrinsic limits and fundamental features of explanations, such as structural qualities and communication strategies. Accordingly, this paper contributes to the debate by providing recommendations on how to maximize the effectiveness of explanations for supporting non-expert users’ understanding and trust.

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