Explanations from Intelligent Systems: Theoretical Foundations and Implications for Practice
Authors: Gregor, Shirley; Benbasat, Izak
Journal: MIS Quarterly (1999)
DOI: 10.2307/249487
Information systems with an "intelligent" or "knowledge" component are now prevalent and include knowledge-based systems, decision support systems, intelligent agents, and knowledge management systems. These systems are in principle capable of explaining their reasoning or justifying their behavior. There appears to be a lack of understanding, however, of the benefits that can flow from explanation use, and how an explanation function should be constructed. Work with newer types of intelligent systems and help functions for everyday systems, such as word-processors, appears in many cases to neglect lessons learned in the past. This paper attempts to rectify this situation by drawing together the considerable body of work on the nature and use of explanations. Empirical studies, mainly with knowledge-based systems, are reviewed and linked to a sound theoretical base. The theoretical base combines a cognitive effort perspective, cognitive learning theory, and Toulmin's model of argumentation. Conclusions drawn from the review have both practical and theoretical significance. Explanations are important to users in a number of circumstances— when the user perceives an anomaly, when th…