AI can help people feel heard, but an AI label diminishes this impact

People want to "feel heard" to perceive that they are understood, validated, and valued. Can AI serve the deeply human function of making others feel heard? Our research addresses two fundamental issues: Can AI generate responses that make human recipients feel heard, and how do human recipients react when they believe the response comes from AI? We conducted an experiment and a follow-up study to disentangle the effects of actual source of a message and the presumed source. We found that AI-generated messages made recipients feel more heard than human-generated messages and that AI was better at detecting emotions. However, recipients felt less heard when they realized that a message came from AI (vs. human).…