Explore/agent app/Delegating or Doing? Understanding User Behavior in Hybrid Human-Agent Interfaces
D

Gavin Dizon, Tyrone Justin Sta Maria, Jordan Aiko Deja, Yasuyuki Sumi/Delegating or Doing? Understanding User Behavior in Hybrid Human-Agent InterfacesUnknown

Large Language Models (LLMs) are increasingly embedded into applications, allowing users to complete tasks either through direct manipulation or by delegating actions to conversational agents. However, little is known about how users balance these modalities when both are available. We present a web-based content management system augmented with an LLM agent through the Model Context Protocol (MCP), enabling users to perform CRUD tasks through a graphical interface, a conversational agent, or both. We conducted a between-subjects study (N=73) comparing three interaction modes: Traditional-Only, AI-First, and Hybrid. Across sixteen scenarios, we analyzed task completion time, interaction logs, and delegation behavior. AI-assisted interaction significantly reduced clicks, page navigations, and scrolling indicating lower interaction effort. Surprisingly, these reductions did not translate into faster task completion, as task duration did not differ significantly across conditions. We also found no significant relationship between CRUD operation type and delegation, suggesting that users did not systematically avoid delegating higher-risk actions. Instead, delegation varied far more between participants than between tasks, with individual differences accounting for roughly half the variance in assistant use (ICC = .50). Our findings suggest that the primary benefit of human--agent interfaces may be reducing interaction effort rather than improving speed, and that delegation reflects who the user is more than what the task demands.

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2026-08-272026-10-11
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