Measuring What Matters: Aligning System-Level RAG Metrics with User Trust in a High-Stakes Compliance Domain
Abstract
In high-stakes domains like legal or regulatory compliance, user satisfaction is secondary to trust. A single hallucination can have severe consequences, making trust the paramount user-experience (UX) metric. This presents a methodological challenge: how do we evaluate for this core need, and how do technical metrics relate to a user’s perception of trust?
Fields of Study & Subjects
Access Control and Trust
Adversarial Robustness in Machine Learning
Security and Verification in Computing
Publication details
- Journal / source
- Proceedings of the 2026 Conference on Human Information Interaction and Retrieval
- Publisher
- ACM
- Pages
- 316–320
- Publication date
- 28 February 2026