Beyond expert users: agents should help users construct preferences, not just elicit them
Current AI agents assume users have well-formed preferences, but a new study argues they should instead help users construct these preferences by providing domain knowledge. Evaluating frontier models on a new benchmark called CoShop reveals significant limitations in how current AI assists users in understanding their own needs.
Computer Science > Artificial Intelligence
Title: Beyond expert users: agents should help users construct preferences, not just elicit them
Abstract: Agents typically assume an expert user -- one with well-formed preferences about what they want -- and default to clarifying questions whenever the task is underspecified. We argue this assumption is unrealistic. Users often lack the domain knowledge to have completely specified preferences; if asked about their preference on some feature, the user may be unable to answer without the agent helping the user to learn some domain knowledge needed to form a preference for that feature, e.g., via examples or explanations. To formalize these principles, we draw on the Search-Experience-Credence framework from Information Economics to introduce CoPref, a model of how users construct preferences based on agent dialog actions. We then study these ideas concretely in agentic recommender systems, proposing CoShop, an interactive benchmark. In CoShop, an agent converses with and makes recommendations for a CoPref user. The agent's performance depends on whether it can help the user gain the knowledge needed to specify the task well. Evaluating five frontier models, we find that no agent exceeds 56% accuracy on CoShop despite five turns of interaction. Failures stem not from agents' ability to find items, but from how little the interaction expands what users know about what they want.
Source: arXiv cs.AI Recent
