Study: Humans Forgive Tech Glitches When They Feel Heard
As robots, apps, and AI become integral to daily life, understanding how humans forgive technological malfunctions is crucial. A new study by Inbal Holtzman and Prof. Galit Nimrod, published in Frontiers in Computer Science, delves into this human-machine interaction.
The research, conducted by Ben-Gurion University of the Negev's Department of Communication Studies, reveals that people often describe technological glitches using emotional terms like 'betrayal' and 'disappointment'. However, forgiveness can occur when technology or companies acknowledge problems, such as through pop-up messages or customer service.
Participants in focus groups displayed varied forgiveness mechanisms. Some based their forgiveness on a cost-benefit calculation, while others placed responsibility for errors on humans. The study suggests that designing more 'apologetic' or transparent systems could improve user relationships with technology.
The study, with DOI: 10.3389/fcomp.2025.1617471, highlights the emotional aspects of human-machine interactions. It indicates that technology companies could enhance user relationships by understanding and responding to user emotions and forgiveness mechanisms. Familiarity and comfort with technology can also influence forgiveness, with wariness decreasing it.
