Video-call glitches trigger uncanniness and harm consequential life outcomes (www.nature.com)

Recent research highlights the detrimental impact of audiovisual glitches during high-stakes video calls, such as medical consultations, job interviews, and court proceedings. Five experiments and supplementary studies reveal that these minor transmission errors create a sense of 'uncanniness,' which can significantly harm interpersonal judgments. For instance, glitches were linked to poorer hiring decisions after virtual interviews and decreased trust in medical providers during telehealth visits. Archival datasets also suggest that glitches correlate with reduced social connection and a lower likelihood of receiving criminal parole. These findings are crucial as they underscore the potential for video communication—a tool often viewed as a means of increased access—to inadvertently perpetuate inequalities. Disadvantaged groups, who typically face poorer internet conditions, may experience more glitches and thus suffer worse outcomes in essential areas like health, employment, and justice. As video calls become integral to daily interactions, understanding the interplay between technology, communication, and equity becomes increasingly vital for the AI and ML community, which plays a key role in advancing video conferencing technologies.