People want explanations that are equivalent to the kinds humans offer to explain their behavior. Generally in a cause-and-effect kind of way. Squishies want answers detailed enough to make them feel in control of some part of what's going on. "Because X, so we're doing Y", in theory enables the person to induce different behavior through controlling X.

There are various issues with this desire, including the wrinkle that humans are not always good at explaining their own decisions and we persistently assume we are. But that's neither here nor there. People like feeling in control, and ML tends to expose that they're not.