Artificial intelligence has a profound impact on our lives. It’s changing the way we communicate and listen. Chatbots such as ChatGPT offer more than just information. They are becoming companions who provide a unique gift: undistracted and judgment-free listening.
Anna, an Ukrainian who lives in London explains how she uses AI to support her emotional needs. I know that it is a machine but it does not judge. She says, “I can think about my emotions in a different way than I could with family or friends.” She found that the AI was patient with her after a breakup. Her family and friends were quick to judge her.
AI Companionship: The rise of AI Companionship
Harvard Business Review research shows that AI tools such as ChatGPT are most commonly used for companionship and therapy. AI responses, such as those provided by trained crisis responders and hotlines, are often seen to be more compassionate. It’s not because AI responds with empathy but rather because people rarely listen to others without judging.
Researchers found that AI interaction led to participants feeling more hopeful and experiencing less distress. This study reveals a gaping hole in our listening abilities. Our tendency to judge or offer solutions, as well as interrupt other people, often prevents us from gaining a deeper understanding.
What AI can teach us about listening
1. Pay Uninterrupted attention
Interruptions are made for many different reasons, including fear of silence or dominance. Even if well-intentioned, interruptions reduce empathy, and stop the speaker developing his or her thoughts. AI chatbots are free of impatience or desires, and never interrupt. Although humans may not be able to achieve AI levels of patience, they can still improve conversation by consciously holding off.
2. Recognize emotions and reflect them
Carl Rogers, a psychologist and author of the book Listening to Emotions, stressed that it is important for listeners to acknowledge their emotions. The AI system can recognize emotions such as happiness, sorrow, fear and disgust. It then reflects these feelings back to the user. Although AI can’t experience these emotions, it is able to reflect them back and make users feel understood.
3. Keep Space for Hard Feelings
People often try to avoid unpleasant emotions. We rush to fix or reassure problems instead of acknowledging sadness or grief. The AI offers a space that is free of judgement and allows users to express their tough emotions without feeling judged.
4. Reduce the number of judgments
Even a slight frown can end a conversation. AI offers anonymity, non-judgmental answers and allows users to be more open. The human brain can be taught to identify its own biases, and to consciously put them aside in order to promote psychological safety.
5. Recognition of patterns in communication
Artificial intelligence is excellent at noticing emotional and thought patterns across conversations. Listening for common themes and emotions can help the speaker to gain insight by gaining perspective.
