Video Call Glitches Evoke Uncanniness, Damage Consequential Life Outcomes

Those brief freezes and audio hiccups that plague video calls are not the benign nuisances that most people assume them to be, according to a new study published in Nature that found glitches during virtual interactions can meaningfully damage hiring prospects, reduce trust in healthcare providers and even correlate with lower chances of being granted parole.

Researchers from Columbia, Cornell, and the University of Missouri-Kansas City conducted ten studies examining glitches across thousands of participants and real-world parole hearing transcripts. The core finding is that glitches harm interpersonal judgments because they break the illusion of face-to-face contact, triggering what psychologists call 'uncanniness' -- a strange, creepy, or eerie feeling typically associated with humanoid robots or CGI characters that look almost but not quite human.

In one experiment, participants watching a telehealth pitch chose to work with a health professional 77% of the time when no glitches occurred, but only 61% when brief freezes were present. The job interview studies found similar patterns, and when researchers examined 472 Kentucky parole hearings conducted over Zoom, they found that inmates were granted parole 60% of the time in glitch-free hearings versus 48% when transcripts indicated technical problems had occurred.

The researchers ruled out simpler explanations like mere disruption or comprehension difficulties. Glitches inserted during natural pauses in speech -- where no information was lost -- still damaged evaluations. And critically, when participants watched presentations where a shared screen froze rather than a human face, glitches had no effect on judgments at all. The uncanniness only emerged when the technology broke the simulation of sitting across from another person.

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