AI is increasingly becoming the outlet for our emotions, and that concerns me.
Chatbots are now learning to provide comfort
I expected artificial intelligence to excel in calculations or data analysis compared to humans. However, I never anticipated it would excel in emotional support. Recent research conducted by the University of Manchester in collaboration with Durham University revealed that top AI chatbots can equal or even surpass humans in addressing common emotional issues. The researchers carried out five studies involving 1,233 participants and evaluated the responses from ChatGPT-4o, Claude 3.5 Sonnet, and Gemini 1.5 Pro.
Participants rated responses to situations like being overlooked for a promotion or returning to a messy shared living space, without knowing if the replies were from a human or an AI system.
AI was especially adept at managing anger and fear.
Responses generated by the chatbots were rated as more emotionally supportive in scenarios involving anger and fear, and they even assisted participants in expressing more positive emotions such as calmness and joy. Human and AI responses yielded similar results for situations related to sadness. Interestingly, simple validation did not account for this advantage; merely acknowledging someone's feelings as valid had little impact on its own.
The strongest impact observed in the study was linked to responses that provided actionable support, such as breathing exercises, practical next steps, or structured ways to reassess a situation. AI systems tended to offer this level of detailed guidance more reliably than their human counterparts. The findings also indicate that individuals could enhance their support skills, as effective responses often require more than just a sympathetic comment.
The support from a chatbot concludes with the message.
The experiments concentrated on brief, written replies to everyday scenarios; thus, they did not explore therapy, other types of emergencies, or prolonged emotional distress. They also did not address the implications of depending on a chatbot over an extended period. The researchers made it a point to advise against viewing AI as a substitute for human support.
Dr. Sarah Walker from Durham University emphasized this distinction effectively. A chatbot might suggest going for a walk, but a person can accompany you on that walk, providing presence and ongoing assistance beyond the conversation.
Vikhyaat Vivek is a tech journalist and reviewer with seven years of experience in consumer hardware coverage.
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AI is increasingly becoming the outlet for our emotions, and that concerns me.
A study revealed that top AI chatbots can surpass humans in alleviating anger and fear, prompting unsettling inquiries about who we are progressively relying on during challenging times.
