Artificial Empathy: Evaluating AI Emotional Support Systems in Organizations

Fares Ahmad () and Nelson Phillips ()
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Fares Ahmad: University of California, Department of Technology Management, College of Engineering
Nelson Phillips: University of California, Department of Technology Management, College of Engineering

Chapter 13 in The Palgrave Handbook of Emotions and Values in Organizational Institutionalism, 2026, pp 339-373 from Springer

Abstract: Abstract This paper critically examines the emergence of AI-mediated emotional support in organizational settings using Carl Rogers’ person-centered therapy framework. The authors analyze how these AI systems emulate aspects of Rogerian therapeutic relationships and in doing so challenge fundamental assumptions about authentic connection. Drawing on recent empirical evidence, the authors argue that AI can effectively provide unconditional positive regard and simulated empathy, often receiving high ratings from users who feel safe and understood. However, AI fundamentally lacks congruence due to its inability to experience genuine emotions. The paper explores challenges raised by these systems including privacy concerns, surveillance risks, and implementation barriers within institutional contexts. Rather than viewing AI as a replacement for human emotional support, the authors propose that its most profound impact may be in prompting deeper institutional reflection on emotional connection in organizational life. The research contributes to understanding how technological innovations intersect with human emotional needs, potentially reshaping both individual experiences and organizational approaches to well-being.

Keywords: Artificial intelligence; Emotions; Emotional support; Person-centered therapy; Organizational well-being; Artificial empathy (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-032-12670-2_13

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DOI: 10.1007/978-3-032-12670-2_13

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