Impact of Expertise and Trust on AI-assisted Work
Abstract
Artificial intelligence (AI) agents promise to extend what users can accomplish beyond their existing expertise, but they also raise the risk of producing plausible-looking work that users may struggle to evaluate. We ask how task-relevant expertise and trust in AI shape agent-assisted work. To isolate these factors, we conduct a think-aloud study in which 20 professionals with varying data-science expertise use the same agentic tool to complete the same data-science hiring assessment, used at a major U.S. company. We find that surface productivity can come at the expense of understanding: participants who delegated more completed more of the task, but were also more likely to produce invalid solutions. Experts more often resisted this tradeoff, sacrificing completion to decompose the task and scrutinize agent outputs. Our findings call for evaluating agentic assistance not only by how much it accomplishes, but by whether users remain able to evaluate the work they produce.
