At Penbox, we are revolutionizing customer operations by advancing towards Customer Case Intelligence—a more intelligent approach to centralizing and automating intricate workflows. Customer operations are fundamentally driven by human decisions, a domain that has long captivated me. Inspired by Daniel Kahneman's seminal work, "Thinking, Fast and Slow" I have delved deep into the complexities of decision-making processes. With over a decade of experience in AI, my fascination with the interplay between human cognition and artificial intelligence continues to grow, shaping our innovative solutions at Penbox.
In the fast-paced world of AI, the mantra has often been "faster is better." Instant answers, decisions made in milliseconds, and the optimization of speed have been the norm. However, a recent experiment in AI research has revealed a surprising twist: sometimes, slowing down can lead to smarter decisions.
The latest research from Stanford University challenges our obsession with speed. AI models—specifically large language models (LLMs)—show significant improvements in reasoning and accuracy when they are forced to delay their responses.
Instead of retraining the AI with billions of new data points or using complex reinforcement learning techniques, the researchers implemented a simple trick: they told the model to “Wait.”
That’s it.
No new datasets. No additional compute power. Just a pause. And suddenly, AI became better at reasoning.
The AI’s initial answers were often too fast, too shallow—just like human gut reactions in high-pressure situations. But with a forced delay, the model revised its thinking and corrected its mistakes.
If that sounds familiar, it’s because we do the same thing.
We jump to conclusions, cut corners, and respond too quickly, whether in work emails, social media debates, or business decisions. Like AI, we confuse speed with intelligence.
In Thinking, Fast and Slow, Kahneman explains that human thinking operates in two systems:
• System 1: Fast, instinctive, emotional.
• System 2: Slow, deliberate, analytical.
Most of our daily choices rely on System 1 because it’s quick and effortless. But when we face complex problems, we need System 2—yet we resist using it because it requires time and cognitive effort.
This AI study proves that machines also suffer from this bias: they opt for the fastest response, even when taking more time would improve their accuracy.
By simply telling an AI model to think a little longer, it activated its own version of System 2—just like when we take a moment to double-check our assumptions.
So, what if we applied this insight to our own decision-making?
At Penbox, we believe AI’s true value isn’t just about automation—it’s about enhancing human intelligence, not replacing it. That’s why our Penbox AI mantra is: “AI that makes us more human.”
The biggest promise of AI in customer operations isn’t just speed—it’s freeing up agents to focus on what truly matters. By offloading repetitive tasks, AI allows customer teams to take the time to think, reflect, and make better decisions, rather than reacting under pressure. More thoughtful decisions mean fewer mistakes, higher-quality interactions, and better customer experiences.
This is why, at Penbox, we’re not obsessed with making AI models just faster—we’re making them smarter. Our approach to Customer Case Intelligence is about bringing together all the data related to a case and giving users the space to reflect on it, rather than rushing to conclusions. In high-stakes customer interactions, speed without understanding is useless. What matters is getting to the right answer, not just the first answer.
We’re also exploring how Penbox AI can actively encourage better decision-making. What if, instead of rushing to send a response, AI could help users pause and reconsider? By prompting a moment of reflection—an activation of System 2 thinking—AI can improve not just efficiency, but the quality of human judgment.
At Penbox, as we push the boundaries of Customer Case Intelligence, this philosophy is shaping how we design AI-powered workflows. We don’t just automate—we help teams think better.
Because in the end, true intelligence—whether human or artificial—isn’t just about speed. It’s about knowing when to pause, when to think, and when to truly engage.