The Fine Line Transition

No identity = no connection.  

This interaction highlights a critical gap in the user experience: the AI's refusal to adopt or disclose a name creates a barrier to trust and relatability. In customer-facing environments, even a simple identifier like a name can make technology feel more personal, approachable, and credible. Without it, the AI comes off as distant or evasive, which may undermine user confidence. Naming an AI isn’t just cosmetic—it’s a strategic branding move. 

When your AI forgets which personality it logged in as today 

This highlights a key risk in AI CX systems: inconsistency in identity. If an AI flips between being human and machine, it confuses users and erodes trust. During audits, it's essential to evaluate not just performance, but also persona stability and transparency. A CX AI must maintain a consistent, truthful identity to ensure brand integrity and user confidence across every interaction.