Impact
How people experience AI — measurably better.
Behaviour → Capability → Human Outcome. Business metrics appear below as secondary outcomes.
Before SOHMA vs. With SOHMA
Composite human-outcome indices · 90-day window
BaselineWith SOHMAHow metrics are derived:Understanding Trust Stability Recovery Decision Confidence Communication Psych. Safety
Human-outcome chain
Behaviour observed → Capability deployed → Human outcome improved
Understanding
Behaviour
Capability
Clarification Prompts
+23.0 pts
Trust Stability
Behaviour
Capability
Response Pacing
+25.4 pts
Recovery after friction
Behaviour
Capability
Reflection Prompts
+29.1 pts
Communication Quality
Behaviour
Comprehension gap
Capability
Understanding Checks
+25.0 pts
Decision Confidence
Behaviour
Evidence calibration
Capability
Source Confidence
+26.8 pts
Psychological Safety
Behaviour
Capability
Response Pacing
+27.0 pts
Appropriate Human Escalation
Behaviour
Risk pressure
Capability
Human Escalation Routing
+18.7 pts
Secondary · Business outcomes
Business metrics follow human outcomes
Task Completion
+14.6%
Abandonment
−21.8%
Support Contact Rate
−17.4%
Session Satisfaction
+19.3%