New Scientist

New Scientist: "Horvitz, whose development team created Microsoft's infamous Office Assistant with its animated paper clip, sees this as a pressing issue. 'As computers have got more powerful, people have come to expect them to behave more like collaborators and less like tools or appliances,' he says. "   Apologies are much cheaper and easier to implement, Tzeng says. "You don't have to understand how people really feel. Software designers just have to develop the attitude that the user is always right."