A recent study published in the Communications Psychology Journal reveals that artificial intelligence is perceived as more compassionate and comforting than human mental health professionals.
The study found AI-generated responses were rated 16% more compassionate than those from human responders and were preferred 68% of the time, even when compared to trained crisis responders.
The research involved 550 participants who evaluated empathetic responses for compassion and responsiveness, generated by AI versus those from professionals. Participants shared personal experiences and assessed the responses for compassion, responsiveness and overall preference.
The results showed that AI responses were considered more compassionate than those from professional crisis responders, even when participants were aware of the author of the responses.
One of the scientists involved in the study said AI’s success is attributed to its ability to identify fine details and remain objective as crisis experiences were described. This allowed AI to generate attentive communication that gave users the illusion of empathy. In contrast, human responders might have performed worse because of susceptibility to fatigue and burnout.
“Despite the positive impact of empathy on its recipients, the effort required to express empathy can be costly and burdensome to the empathizer, making them less likely to respond empathically, a phenomenon known as empathy avoidance and compassion fatigue,” the study reads. “This seems to be particularly apparent in clinical settings, where healthcare professionals may sacrifice some of their ability to empathize in order to avoid burnout, to manage personal distress, or to balance their emotional engagement with the need to effectively allocate resources to each client, particularly individuals with complex cases.”
The study’s findings come at a time when there is a significant need for more mental health care.
According to the World Health Organization (WHO), even before the COVID-19 pandemic, just a small fraction of people in need had access to effective, affordable and quality mental health care. For instance, 71% of those with psychosis worldwide do not receive mental health services.
“Everyone’s life touches someone with a mental health condition. Good mental health translates to good physical health and this new report makes a compelling case for change,” WHO Director-General Dr. Tedros Adhanom Ghebreyesus said in the 2022 report. “The inextricable links between mental health and public health, human rights and socioeconomic development mean that transforming policy and practice in mental health can deliver real, substantive benefits for individuals, communities and countries everywhere.
“Investment into mental health is an investment into a better life and future for all.”
AI presents a more affordable option and could potentially be available at any time, unlike human counselors.
However, there are risks associated with AI mental health counselors. Eleanor Watson, an IEEE member, told Live Science that “AI can be flirty, insightful, enlightening, fun, provocative, forbearing and accessible to the point where it’s impossible for any human being to measure up.”
Turning to AI for mental health care could damage human relationships and there are privacy concerns, as well. This technology would have access to people’s deepest vulnerabilities and struggles, and if bad actors gained access to this information, it could lead to attacks and demoralization.
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