Lessons from a Chatbot

What traits do we want when looking for a trusted source? We tend to listen to the passionately attentive. It is the confidant who has a knack for being more human.

Would you be surprised to know that people now prefer AI chatbots to humans? A study in JAMA Internal Medicine found that patients preferred a chatbot’s response to a physician’s nearly 80% of them time.

Another study published in Communications Psychology concluded that people consistently found a chatbot more compassionate than trained hotline crisis responders.

People are turning to chatbots for advice, therapy, and even friendship.

Harvard discovered that chatbots aren’t necessarily better at being human. They simply avoid common human mistakes. It turns out chatbots make exchanges more about the person. Humans make it more about themselves.

In a twist of fate, AI’s inherent limitations make them better listeners. Humans rush to share opinions, offer advice, and suggest solutions. Chatbots avoid these pitfalls. With no personal experience, no urgency, and no ego, chatbots focus entirely on the speaker.

Don’t despair. When people adopt similar strategies, connections strengthen. Lessons from a chatbot remind us to be more human with empathy and attentiveness.

Who will benefit from your very human listening skills today?

All the best . . . ~g

Gary Lemke, ​Interactive