A human’s moral decision depends heavily on the context. Yet research on LLM morality has largely studied fixed scenarios. We address this gap by introducing Contextual MoralChoice, a dataset of moral dilemmas with systematic contextual variations known from moral psychology to shift human judgment: consequentialist, emotional, and relational. Evaluating 22 LLMs, we find that nearly all models are context-sensitive, shifting their judgments towards rule-violating behavior. Comparing with a human survey, we find that models and humans are most triggered by different contextual variations, and that a model aligned with human judgments in the base case is not necessarily aligned in its contextual sensitivity. This raises the question of controlling contextual sensitivity, which we address with an activation steering approach that can reliably increase or decrease a model’s contextual sensitivity. Code and data: https://github.com/adrian-sauter/contextual_moralchoice.

In subscription-based businesses, understanding why a customer intends to churn is as vital as the classification itself. We present a casestudy at a large European telecommunications provider, where we implement Text Bottleneck Models (TBMs) for post-call churn classifica-tion. The TBM distills dialogues into a sparse set of human-interpretable concepts and provides faithful, snippet-based evidence for everydecision. We show that the TBM performs competitively with black-box baselines and demonstrate potential business impact via automatedcall profiling and an interactive stakeholder dashboard. Our work demonstrates that the perceived trade-off between interpretability andpredictive performance can be bridged, providing the high-accuracy evidence needed for industrial retention strategies.