Dark Patterns: Hidden Traps in CX

The rise of AI voice agents is undeniable - and Australia and New Zealand aren’t just watching from the sidelines.

Globally, 67% of organisations now consider voice AI core to their business strategy, while 84% plan to increase their budgets over the next 12 months.

In Aotearoa, 82% of businesses are already using AI in some form, with most reporting major productivity gains. 

But alongside this momentum comes the responsibility to get it right: how do we balance innovation with regulation?

Transparency, consent, and ethical design must guide us - not just for compliance, but to build trust, long term value and design the solution with the customer in mind. 

What are dark patterns?

Dark patterns are design choices that mislead, pressure or manipulate people into doing things they wouldn't choose on their own.

They might help short-term numbers like conversion rates, but they erode trust.

What do dark patterns looks like for AI Voice Agents?

In AI Voice Agents, dark patterns can look like:

• Burying the option to reach a human

• Framing content in a confusing way

• Making opt-outs painful

• Using false urgency to push decisions

What can we do to build trust?

Do the right thing:

• Be transparent

• Make choices easy and clear

• Respect "no" without friction

• Build for trust, not just conversion

When customers feel respected, they stay longer, spend more and recommend you.

Design ethics isn't a nice-to-have .. it's a growth strategy.

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Originally posted to LinkedIn via CXO2.