BEER-SHEVA, Israel, September 30, 2025 – When a machine fails, our first reaction is often frustration. A computer freezing at the worst possible moment, a navigation app leading us straight into a traffic jam, or a washing machine suddenly stopping mid-cycle – all are everyday situations that trigger anger and irritation. But a new study by two Israeli researchers offers a different perspective: it turns out that we also apply mechanisms of forgiveness toward technology, much like we do with people.
In a paper recently published in the scientific journal Frontiers in Computer Science ( https://doi.org/10.3389/fcomp.2025.1617471 ), Inbal Holtzman and Prof. Galit Nimrod from the Department of Communication Studies at Ben-Gurion University of the Negev examined this phenomenon for the first time. Their goal was to understand what forgiveness means in human-machine interactions, and how users decide to continue using a technology even after it has failed them.
"We wanted to explore whether feelings like disappointment or anger toward technology can give way to forgiveness, allowing people to keep using it without resentment," Holtzman explains.
To investigate, the researchers conducted focus groups with 27 young adults – students and professionals – who were asked to recount their experiences with technological malfunctions. The conversations quickly moved beyond technical details. Participants described their experiences in highly emotional terms: "The computer betrayed me," "The app let me down," "The phone doesn't understand me." They were then asked how they dealt with these situations, and whether they were able to forgive the machine.
The analysis revealed several distinct paths to forgiveness. Some participants carried out a kind of cost–benefit calculation: if the advantages of the technology outweighed the damage caused by the malfunction, they were willing to overlook the problem and move on. Others tended to place responsibility for the error on human beings – programmers, engineers, or even themselves as users – which made it easier to forgive. Some sought ways to communicate with the technology or the companies behind it: a pop-up message acknowledging the problem or the option of contacting customer service were seen as steps that enabled forgiveness. Finally, many simply accepted technology as an inseparable part of modern life, even if it is not flawless.
The study also uncovered interesting differences. People who were more familiar and comfortable with technology tended to be more forgiving, perhaps because they understood its complexity and the inevitability of mistakes. In contrast, those who were wary of smart devices from the outset were less forgiving and sometimes abandoned the technology after a failure.
Prof. Nimrod concluded, "Our relationship with machines is no longer one-dimensional or purely technical. We treat them like companions: we get disappointed, angry, but also forgive. In many ways, our phones, apps, and devices have become part of our social and emotional circles."
These findings also carry practical implications. If technology companies recognize that users need not only technical solutions but also acknowledgment of their frustration, they may design more "apologetic" or transparent systems. A screen that explains what went wrong, or a robot capable of saying "Sorry, there was a problem," could increase trust and improve user relationships. In a world where robots, apps, and artificial intelligence are becoming constant companions at home and at work, understanding these mechanisms of forgiveness may prove crucial.
"Perhaps in the not-so-distant future, we will get used to hearing not only "Update completed successfully," but also "Sorry, we made a mistake." The real question is whether we will be willing to accept the apology – and forgive," says Holtzman.
