Build user's trust by sharing how the AI constructed the answer.
Overview
Curation by a bot isn’t the most trustworthy, knowing LLMs have a tendency to “hallucinate”. Listing down references is a pattern used by many products to build trust with the user. More than a pattern, it's becoming a fundamental. Going a step further, linking the exact portion of the source from where it was taken can help the user understand “the why” behind a curated answer, therefore, more trust.
User intent
Building trust
Macro trend
AI in old UI
Why does referencing even exist?
From a UX perspective, to build trust with the user by showing them what was used by the LLM to curate a particular answer.
In the human world, that's also how we communicate and trust people. So if AI is trying to become human, shouldn't it also communicate with references?
Examples
How are products using references?
Arc's mobile app is the perfect example of building users' trust while keeping them aware of what's happening from the first touch point. It's a fully transparent, immersive AND aesthetic experience.
Screenshot of Arc's UX / Source: Aiverse
Best practices used in the interaction —
The AI feature's entry touch point starts with a simple "Browse for me" button. The loading state is fully immersive with a popping list of sources from where the LLM is taking its data. It's an instant feedback, keeping the user hooked and engaged.
Interaction details of Arc's UX / Source: Aiverse
One optional interaction that Arc has is the ability to switch between AI curated response and manual "go explore on Google".
Interaction details of Arc's UX / Source: Aiverse
Adobe's Acrobat product is another such example that uses references. However, instead of citing content from the internet, it's specifically links it to the PDF you are viewing. A very contextual use of the references AI UX pattern.
Screenshot of Arc's UX / Source: Aiverse
Granola has been a favourite in the community, so it's definitely not a surprise its mentioned in this list. They upped their references game by allowing users to chat across ALL their meeting notes, citing each and every curated line. Trust pro max. Intuitive pro max.
Screenshot of Granola's UX / Source: Aiverse
Notion's AI is another such example with an intuitive and clear referencing user experience.
Screenshot of Notion's UX / Source: Aiverse
Referencing is a crucial step towards machines that can reason, not just respond.
The future of AI is explainable answers.
"I've gotten a ton of value out of aiverse over the last year!"
Dave Brown, Head of AI/ML at Amazon
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