ChatGPT's empathy called 'strategic asset in support scenarios where human resources are stretched thin'
By Jim Wilson
Artificial intelligence (AI) may soon play a larger role in employee support, with new research showing it can outperform humans – even trained professionals – in delivering compassionate and empathetic communication.
AI-generated responses, specifically from ChatGPT, were consistently rated as more compassionate and responsive than human-generated responses, even when compared to trained crisis responders, according to a recent study published in Communications Psychology.
In one experiment, AI responses received significantly higher compassion scores (M = 4.08) compared to human responses (M = 3.50), according to the report. This trend persisted even when human responses were created by trained crisis responders, who are specifically skilled in empathic communication.
The study also found that compassion ratings for AI were greater when it addressed negative prompts (B = 0.64, SE = 0.10, p < 0.001) than positive prompts (B = 0.36, SE = 0.10, p = 0.002).
“AI’s consistent performance in providing superior empathetic responses highlights its utility in compassionate care through complementing, or potentially enhancing, human communication and preparedness, particularly in brief, written contexts,” said authors Dariya Ovsyannikova, Victoria Oldemburgo de Mello & Michael Inzlicht in the report titled “Third-party evaluators perceive AI as more...
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