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.

There is a growing frustration amongst researchers and developers in Explainable AI (XAI) around the lack of consensus around what is meant by 'explainability'. Do we need one definition of explainability to rule them all? In this paper, we argue why a singular definition of XAI is neither feasible nor desirable at this stage of XAI's development. We view XAI through the lenses of Social Construction of Technology (SCOT) to explicate how diverse stakeholders (relevant social groups) have different interpretations (interpretative flexibility) that shape the meaning of XAI. Forcing a standardization (closure) on the pluralistic interpretations too early can stifle innovation and lead to premature conclusions. We share how we can leverage the pluralism to make progress in XAI without having to wait for a definitional consensus.

Bio: Upol Ehsan cares about people first, technology second. He is a doctoral candidate in the School of Interactive Computing at Georgia Tech and an affiliate at the Data & Society Research Institute. Combining his expertise in AI and background in Philosophy, his work in Explainable AI (XAI) aims to foster a future where anyone, regardless of their background, can use AI-powered technology with dignity. Actively publishing in top peer-reviewed venues like CHI, his work has received multiple awards and been covered in major media outlets. Bridging industry and academia, he serves on multiple program committees in HCI and AI conferences (e.g., DIS, IUI, NeurIPS) and actively connects these communities (e.g, the widely attended HCXAI workshop at CHI).

Several social factors impact how people respond to AI explanations used to justify AI decisions affecting them personally. In this position paper, we define a framework called the \textit{layers of explanation} (LEx), a lens through which we can assess the appropriateness of different types of explanations. The framework uses the notions of \textit{sensitivity} (emotional responsiveness) of features and the level of \textit{stakes} (decision's consequence) in a domain to determine whether different types of explanations are \textit{appropriate} in a given context. We demonstrate how to use the framework to assess the appropriateness of different types of explanations in different domains.