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Questioning the ability of feature-based explanations to empower non-experts in robo-advised financial decision-making

Author

Listed:
  • Astrid Bertrand

    (DIVA - Design, Interaction, Visualization & Applications - LTCI - Laboratoire Traitement et Communication de l'Information - IMT - Institut Mines-Télécom [Paris] - Télécom Paris, INFRES - Département Informatique et Réseaux - Télécom ParisTech)

  • James Eagan

    (DIVA - Design, Interaction, Visualization & Applications - LTCI - Laboratoire Traitement et Communication de l'Information - IMT - Institut Mines-Télécom [Paris] - Télécom Paris, INFRES - Département Informatique et Réseaux - Télécom ParisTech)

  • Winston Maxwell

    (NOS - Numérique, Organisation et Société - I3 SES - Institut interdisciplinaire de l’innovation de Telecom Paris - Télécom ParisTech - I3 - Institut interdisciplinaire de l’innovation - CNRS - Centre National de la Recherche Scientifique, SES - Département Sciences Economiques et Sociales - Télécom ParisTech)

Abstract

Robo-advisors are democratizing access to life-insurance by enabling fully online underwriting. In Europe, financial legislation requires that the reasons for recommending a life insurance plan be explained according to the characteristics of the client, in order to empower the client to make a "fully informed decision". In this study conducted in France, we seek to understand whether legal requirements for feature-based explanations actually help users in their decision-making. We conduct a qualitative study to characterize the explainability needs formulated by non-expert users and by regulators expert in customer protection. We then run a large-scale quantitative study using Robex, a simplified robo-advisor built using ecological interface design that delivers recommendations with explanations in different hybrid textual and visual formats: either "dialogic"-more textual-or "graphical"-more visual. We find that providing feature-based explanations does not improve appropriate reliance or understanding compared to not providing any explanation. In addition, dialogic explanations increase users' trust in the recommendations of the robo-advisor, sometimes to the users' detriment. This real-world scenario illustrates how XAI can address information asymmetry in complex areas such as finance. This work has implications for other critical, AI-based recommender systems, where the General Data Protection Regulation (GDPR) may require similar provisions for feature-based explanations. CCS CONCEPTS • Human-centered computing → Empirical studies in HCI.

Suggested Citation

  • Astrid Bertrand & James Eagan & Winston Maxwell, 2023. "Questioning the ability of feature-based explanations to empower non-experts in robo-advised financial decision-making," Post-Print hal-04125939, HAL.
    • Handle: RePEc:hal:journl:hal-04125939
    DOI: 10.1145/3593013.3594053
    Note: View the original document on HAL open archive server: https://hal.science/hal-04125939
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    References listed on IDEAS

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    Keywords

    explainability intelligibility AI regulation financial inclusion; explainability; intelligibility; AI regulation; financial inclusion;
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