BMW had a spot of bother when they unveiled their spoken-language guidance system.
Unfortunately, a large number of drivers had a strong negative reaction to this technological marvel and demanded a product recall. The problem? The navigation system had a female voice. German drivers felt uncomfortable with, and untrusting of, a “female” giving directions! BMW acquiesced and switched to a “male” synthetic voice.
People react to computers as if they were people. I remember a study where people were asked to test a computer, and then evaluate the computer’s performance. One group was asked to click in the evaluation form on the same computer they tested, while another was asked to use a different computer for the evaluation. And people in the first group gave higher scores! Perhaps they didn’t want to insult the computer to its face.
There’s a principle here. We live in a world of speaking people. People respond to us when we talk to them. It’s natural. But our gift for interpretation sometimes makes us use it where it doesn’t apply — as with non-humans. You talk to the dog, and he looks at you so earnestly that it’s hard to believe he didn’t understand a word. You talk to empty space, and it’s hard to believe that the empty space isn’t giving you some kind of response. Easy to interpret any unusual circumstance as an answer. Especially when you’re exercising faith.


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