In an era where digital communication platforms have become indispensable, video calls stand at the forefront of both personal and professional interaction. From medical consultations and job interviews to court proceedings, virtually mediated conversations have revolutionized how we connect. Yet, as seamless as this technology seems, a new study uncovers a subtle but profound problem: minor glitches during video calls can trigger uncanny sensations and significantly disrupt interpersonal judgments, impacting critical real-world outcomes.
The research, carried out through an extensive series of five experiments and three supplemental studies, delves deep into the psychological and social ramifications of these intermittent audiovisual errors. These glitches—momentary distortions, misaligned audio-visual cues, or unnaturally choppy movements—are not mere annoyances. Instead, they break the near-invisible illusion of face-to-face communication that video calls strive to create, prompting what experts term a feeling of “uncanniness.” This eerie sensation, which evokes discomfort and distrust, emerges when the real and artificial elements of interaction clash perceptibly.
The experiments covered a range of consequential scenarios—from hiring decisions following remote interviews to evaluations of medical providers after telehealth consultations. Across all contexts, video-call glitches consistently led to poorer interpersonal judgments. Importantly, these negative consequences were amplified as the glitches intensified in their uncanny quality. In other words, the more bizarre or unsettling the glitch appeared, the harsher the judgment by the person on the other end of the call.
What sets this study apart is its differentiation between glitches as mere communication disruptors and glitches as uncanny distortions. Researchers found that it wasn’t just the fact that a glitch disrupted comprehension or was frustrating, but the deeper, subconscious reaction rooted in the unconscious breach of face-to-face realism. Only video calls simulating direct, in-person contact showed these detrimental effects, reinforcing the theory that the harm is tied to the disrupted illusion rather than to general digital interference.
The study’s findings have particularly urgent implications in areas where digital communication was heralded as a democratizing force. While virtual platforms theoretically increase access to services—especially for marginalized communities—the reality may be more complicated. Data indicate that disadvantaged groups frequently experience weaker internet connections, which lead to higher instances of video-call glitches. This technological disparity can unintentionally exacerbate existing social inequities, as these glitches may cause poorer interpersonal evaluations in contexts like healthcare, employment, legal proceedings, and social connectivity.
Archival data from authentic video calls, including those involved in parole hearings, reveal that individuals experiencing more glitches were not only perceived as less socially connected but also had a noticeably lower probability of being granted parole. This real-world correlation underscores how technical problems in virtual communication are more than mere nuisances—they have measurable consequences in life-altering contexts.
Beyond the immediate psychological discomfort of uncanniness, the study explores the communication theory underpinning these outcomes. Humans rely heavily on subtle audiovisual cues to build rapport, trust, and empathy during face-to-face conversations. When these cues are distorted or desynchronized, our cognitive systems respond with suspicion or wariness—mechanisms evolved to detect deceit or abnormality. Video-call glitches, despite being purely technological errors, inadvertently trigger these evolutionary responses, damaging social bonds.
This discovery opens new avenues for improving virtual communication technology. Current design approaches primarily focus on reducing disruptions by enhancing bandwidth or compressing data more efficiently. However, mitigation strategies must now consider the psychological experience of users. Innovations in glitch detection and real-time correction, accompanied by interface designs that preserve the natural fluidity of human interaction, could be critical to restoring confidence in video-mediated communication.
Moreover, the research provides a cautionary tale against blindly embracing virtual communication as an unalloyed good. Policymakers, developers, and users alike must be aware that without equitable access to reliable internet infrastructure and technologies designed to minimize uncanny glitches, the promise of digital equity remains unfulfilled. Investments in network improvements and device standardization could help level the playing field for vulnerable populations, reducing the likelihood of these harmful interruptions.
The study’s authors emphasize that as video calls become integral to high-stakes, consequential scenarios, understanding the subtle cognitive and emotional impacts of technological imperfections is paramount. Displacing traditional, in-person interactions with flawed virtual experiences risks undermining trust and social cohesion in critical domains. Awareness and intentional design can help prevent these unintended side effects.
In conclusion, Brucks, Rifkin, and Johnson’s work reveals an unseen but significant barrier between digital interface and human connection. Minor audiovisual glitches, though technically trivial, have the power to trigger uncanny feelings that impair vital interpersonal judgments. The ripple effects reach far beyond dropped frames or distorted voices, affecting the fairness and effectiveness of health care, judicial decisions, employment opportunities, and social integration. As society continues to expand its reliance on video communication, addressing the uncanny glitch phenomenon emerges as a critical priority for technology developers, social scientists, and policymakers committed to fostering equitable and humane digital interactions.
Subject of Research:
The psychological and social impact of audiovisual glitches during video calls on interpersonal judgments in consequential real-world contexts.
Article Title:
Video-call glitches trigger uncanniness and harm consequential life outcomes
Article References:
Brucks, M.S., Rifkin, J.R. & Johnson, J.S. Video-call glitches trigger uncanniness and harm consequential life outcomes. Nature (2025). https://doi.org/10.1038/s41586-025-09823-0
Image Credits:
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