When was the last time you felt completely unjudged in a conversation? If you knew your words wouldn’t be assessed, second-guessed or interpreted through someone else’s lens, would you be more open? More honest? Most of us would.
Now, apply that to customer interactions. Could satisfaction and first-time resolution improve if subjectivity was removed from the exchange? We think so (controversial, we know) and research across leading universities is starting to prove it.
The Challenge of Human Subjectivity
Humans are wired to manage their “social face.” In conversation, we continually assess how others perceive us and adjust our responses accordingly. This can be useful in social bonding, but it can also inhibit honesty, especially when the subject is sensitive.
Customer interactions are no exception. From disclosing financial struggles to admitting product misuse, people often withhold or distort information for fear of judgment. Even the best-trained agents bring unconscious bias, tone or interpretation into conversations, influencing what customers reveal and how they reveal it.
This creates a paradox: the very human element designed to deliver empathy and connection can sometimes limit openness and accuracy.
Research Insights: Why AI Changes the Dynamic
Stanford University – Social Desirability Bias
Stanford research demonstrates that people consistently adjust their responses based on perceived listener judgment. This is particularly acute in areas of stigma-sensitive disclosure, such as:
- Mental health (symptoms, addiction issues)
- Other health concerns
- Financial distress
Conversational AI reduces that cognitive burden. Customers don’t waste mental energy managing impressions, they can focus purely on describing their situation.
What is Conversational AI?
Conversational AI refers to technology that enables machines to engage in human-like dialogue through voice or text. Unlike simple chatbots or IVRs, conversational AI uses natural language processing (NLP), machine learning and context awareness to understand intent, respond intelligently and even complete tasks. In contact centres, this means handling routine interactions, supporting compliance and enhancing customer experiences, while freeing human agents to focus on more complex value-driven conversations.
NUS Business School – The “Confession Booth” Effect
NUS research highlights an “anonymous honesty advantage.” Customers admit to behaviours they rarely disclose to humans, such as:
- Skipping terms of service
- Password sharing
- Incorrect product usage
- Fraudulent actions they want to correct
In insurance, this has led to 40% more accurate disclosures of pre-existing conditions and fault admissions when conversational AI was used.
MIT CSAIL – Reduced Social Cognitive Load
Humans constantly run “theory of mind” calculations – predicting what the other person thinks about them. With AI, this disappears. Customers redirect that mental capacity toward self-reflection, resulting in more accurate, detailed responses.
Stanford Neuro AI – The Brain Basis
Neurological research shows that when we interact with humans, the brain activates regions tied to social evaluation and self-monitoring. With AI, these regions are less active. The result?
- Authentic self-reporting: More accurate symptom and behaviour disclosure
- Disinhibition effect: Less fear of embarrassment, while still engaging in socially helpful dialogue
What are AI Agents?
AI agents are intelligent systems designed to act autonomously, making decisions and carrying out tasks on behalf of humans. Unlike simple chatbots or IVRs, AI agents can interpret context, follow rules and adapt to changing situations. In contact centres, this means they can manage routine interactions, ensure compliance and support customers seamlessly, freeing human agents to focus on complex, high-value conversations.
Where CallD.AI Fits
At Call Design, we believe technology should do more than automate, it should make conversations better. CallD.AI isn’t just a platform; it’s a research-informed approach to conversation intelligence that acknowledges both technology and psychology.
- AI agents that feel right: Built to reduce social desirability bias and enable authentic disclosure.
- Operational value: You can activate AI agents when you need them to help out with demand surges.
- Human + AI synergy: By removing the subjective inhibitors, AI agents provide cleaner inputs, allowing human teams to focus on empathy, strategy and complex problem-solving.
What is CallD.AI?
CallD.AI is an advanced conversational AI platform designed for contact centres and enterprise environments. Unlike basic chatbots or voicebots, it combines autonomy with governance, meaning it can handle complex, compliance-heavy interactions while staying aligned with brand voice, data privacy and regulatory requirement, But supporting both customer engagement and operational integrity, CallD.AI helps organisations scale effectively, improve customer outcomes and free human agents to focus on high-value conversations.
When AI agents can create a safe space for honesty, businesses gain more accurate insights and customers experience faster, more effective resolutions. It’s a win-win.
Human subjectivity is double-edged. While it brings empathy and nuance, it can also inhibit disclosure, distort data and slow resolution. Research shows conversational AI agents can allow for more honesty, more accuracy and ultimately better outcomes.
It’s not about replacing the human factor, it’s about enhancing it by recognising where AI can make conversations flow more openly. When customers feel truly unjudged, they tell the truth. And when organisations hear the truth, they can deliver the outcomes that matter.
To learn more about CallD.AI, reach out to the Call Design team.
