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A new study published in the Proceedings of the National Academy of Sciences (PNAS) found AI-generated messages made recipients feel more “heard” than messages generated by untrained humans, and that AI was better at detecting emotions than these individuals. However, recipients reported feeling less heard when they learned a message came from AI.
As AI becomes more ubiquitous in daily life, understanding its potential and limitations in meeting human psychological needs becomes more pertinent. With dwindling empathetic connections in a fast-paced world, many are finding their human needs for feeling heard and validated increasingly unmet.
The research conducted by Yidan Yin, Nan Jia, and Cheryl J. Wakslak from the USC Marshall School of Business addresses a pivotal question: Can AI, which lacks human consciousness and emotional experience, succeed in making people feel heard and understood?