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Delighted to share our latest research on “Enhancing Conversations in Migrant Counseling Services: Designing for Trustworthy Human-AI Collaboration”, co-authored with our researchers Lucy Truong and Sunok Lee as part of our work in the CRAI-CIS Research Group at Aalto University Department of Computer Science and the Trust-M research consortia.

The full paper was published in the Proceedings of the ACM on Human-Computer Interaction for Computer-Supported Cooperative Work and Social Computing (CSCW). The conference is being held in San José, Costa Rica on November 9-13, 2024, where our lead author Lucy is presenting. Lucy is also beginning her doctoral research at Aalto University this month! I supervised Lucy’s masters thesis on this topic and proud to see her first ACM publication out already! This work makes an important contribution to the emerging area on Trustworthy Human-AI Collaboration!

Excerpt: The emergence of artificial intelligence (AI)-mediated communication holds the potential for enhancing communication between migrants and service advisors while leveraging the expertise of service advisors and facilitating migrants’ autonomy in the integration process. Our research investigates the social context, mental models, and challenges encountered in guidance counseling for migrants in Finland, while examining what role AI-mediated communication can play in supporting the process.

Based on our findings, we propose design implications for improving shared understanding between service advisors and migrants through salient summarization of conversations and creating collaborative visual narratives. Our findings also indicate the crucial role of leveraging peer-based knowledge between (and within) service advisors, domain experts, and migrants, which can be facilitated by AI-based tools. Our exploratory research offers insights into human-centered AI integration in the migration process, as well as the opportunities and challenges of using AI-mediated communication to improve the migrant experience.

Paper available via open access: https://dl.acm.org/doi/10.1145/3687034