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New research from the USC Marshall School of Business has unveiled intriguing insights into the impact of artificial intelligence on human emotions, particularly in the realm of feeling heard and understood. The study, published in the Proceedings of the National Academy of Sciences (PNAS), indicates that AI-generated responses have the potential to make individuals feel more "heard" compared to messages from untrained humans. However, a bias against AI was also identified, which may diminish its effectiveness in some contexts.

The research, led by Yidan Yin, Nan Jia, and Cheryl J. Wakslak from USC Marshall, delves into the intersection of AI and human emotional needs. Yidan Yin, the paper's first author, expressed the motivation behind the study, stating, “In the context of an increasing loneliness epidemic, a large part of our motivation was to see whether AI can actually help people feel heard.”

While AI demonstrated superior abilities in detecting emotions and providing emotional support, participants in the study reported feeling less heard when they knew a message came from AI. Nan Jia, associate professor of strategic management, highlighted the challenge of AI responses being devalued despite their potential enhancements in emotional support.

Cheryl Wakslak, associate professor of management and organization at USC Marshall, emphasized the role of perceived source in the study's outcomes, stating, “What we found was that both the actual source of the message and the presumed source of the message played a role.”

The study also uncovered a bias against AI, with Yin noting, “basically finds a bias against AI. It’s useful, but they don’t like it.” Wakslak added that changes in perceptions about AI over time could influence these biases.

Despite the challenges, the research highlighted the benefits of AI in offering emotional support. Yin pointed out that AI excelled in using empathetic and validating strategies, potentially serving as a model for humans in providing emotional support effectively.

The findings suggest that AI could complement human interactions by offering a disciplined approach to emotional support. Rather than replacing humans, AI could empower individuals to enhance their understanding and response to emotional needs. The study underscores the importance of presenting AI thoughtfully to maximize its benefits in social contexts and reduce negative perceptions.

As AI continues to evolve and integrate into various aspects of life, understanding its effects on human emotions and interactions becomes increasingly crucial. The USC Marshall study sheds light on the complex interplay between AI and emotional support, opening avenues for further exploration in leveraging AI's capabilities for human flourishing.