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Abstract Reinforcement learning (RL) systems can be complex and non-interpretable, making it challenging for non-AI experts to understand or intervene in their decisions. This is due in part to the sequential nature of RL in which actions are chosen because of their likelihood of obtaining future rewards. However, RL agents discard the qualitative features of their training, making it difficult to recover user-understandable information for “why” an action is chosen. We propose a techniqueExperiential Explanationsto generate counterfactual explanations by traininginfluence predictorsalong with the RL policy. Influence predictors are models that learn how different sources of reward affect the agent in different states, thus restoring information about how the policy reflects the environment. Two human evaluation studies revealed that participants presented with Experiential Explanations were better able to correctly guess what an agent would do than those presented with other standard types of explanation. Participants also found that Experiential Explanations are more understandable, satisfying, complete, useful, and accurate. Qualitative analysis provides information on the factors of Experiential Explanations that are most useful and the desired characteristics that participants seek from the explanations. 

Explainable AI (XAI) systems are sociotechnical in nature; thus, they are subject to the sociotechnical gap-divide between the technical affordances and the social needs. However, charting this gap is challenging. In the context of XAI, we argue that charting the gap improves our problem understanding, which can reflexively provide actionable insights to improve explainability. Utilizing two case studies in distinct domains, we empirically derive a framework that facilitates systematic charting of the sociotechnical gap by connecting AI guidelines in the context of XAI and elucidating how to use them to address the gap. We apply the framework to a third case in a new domain, showcasing its affordances. Finally, we discuss conceptual implications of the framework, share practical considerations in its operationalization, and offer guidance on transferring it to new contexts. By making conceptual and practical contributions to understanding the sociotechnical gap in XAI, the framework expands the XAI design space.