Exploring the connecting potential of AI: Integrating human interpersonal listening and parasocial support into human-computer interactions
Abstract
Conversational artificial intelligence (AI) can be harnessed to provide supportive parasocial interactions that rival or even exceed social support from human interactions. High-quality listening in human conversations fosters social connection that heals interpersonal wounds and lessens loneliness. While AI can furnish advice, listening involves the speakers’ perceptions of positive intention, a quality that AI can only simulate. Can such deep-seated support be provided by AI? This research examined two previously siloed areas of knowledge: the healing capabilities of human interpersonal listening, and the potential for AI to produce parasocial experiences of connection. Three experiments (N = 668) addressed this question through manipulating conversational AI listening to test effects on perceived listening, psychological needs, and state loneliness. We show that when prompted, AI could provide high-quality listening, characterized by careful attention and a positive environment for self-expression. More so, AI’s high-quality listening was perceived as better than participants’ average human interaction (Studies 1–3). Receiving high-quality listening predicted greater relatedness (Study 3) and autonomy (Studies 2 and 3) need satisfaction after participants discussed rejection (Study 2–3), loneliness (Study 3), and isolating attitudes (Study 3). Despite this, we did not observe downstream lessening of loneliness typically observed in human interactions, even for those who were high in trait loneliness (Study 3). These findings clearly contrast with research on human interactions and hint at the potential power, but also the limits, of AI in replicating supportive human interactions.
Sowing the seeds of love: Cultivating perceptions of culture of companionate love through listening and its effects on organizational outcomes
Guy Itzchakov | Sigal Barsade | Arik Cheshin
Organizational Behavior and Social Psychology
Fostering a culture of companionate love in the workplace
offers numerous benefits for employees, yet the
methods for achieving this remain unclear. We propose
that high-quality listening, characterized by undivided
attention, understanding, and a positive and nonjudgmental
intention toward the speaker, could be a
key facilitator. We hypothesized that such listening
could enhance employees' perceptions of companionate
love. Additionally, we hypothesized that an enhanced
perception of companionate love would increase
employees' subjective well-being, resilience, affective
commitment, and willingness to cooperate at work. To
examine these hypotheses, we conducted four studies.
Study 1 was a preregistered and highly-powered field
study (N = 752) involving employees from various
organizations. Study 2 (N = 37), was a longitudinal
research that included a listening training of 16 hours
for teachers in a single school. Study 3 was a quasi-field
experiment within a risk-management company, with
employees receiving 12 hours of listening education
while a waitlist served as a control group (N = 67).
Study 4 was a quasi-experiment that served as a conceptual
replication and extension of Studies 2 and
3. The study involved listening training for employees
in a global communications company, providing
14 hours of online listening training. An active control
group (N = 60) was included. Across all studies, we
found that feeling listened to by colleagues led to
increased perceptions of companionate love in the
organization, which, in turn, increased employees' subjective
well-being, resilience, affective organizational
commitment, and willingness to collaborate. Theoretical
and practical implications are discussed.
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Can listening training empower service employees? The mediating roles of anxiety and perspective-taking
Guy Itzchakov
Listening
Can improving employees’ interpersonal listening abilities impact their emotions and cognitions during difficult conversations at work? The studies presented here examined the effectiveness of listening training on customer service employees. It was hypothesized that improving employees’ listening skills would (a) reduce their anxiety levels during difficult conversations with customers, (b) increase their ability to understand the customers’ point of view (i.e., perspective-taking), and (c) increase their sense of competence. The two quasi-experiments provide support for the hypotheses. Study 1 (N = 61) consisted of a pre-post design with a control group and examined the effect of listening training on customer service employees in a Fortune 500 company. Study 2 (N = 33) conceptually replicated the results of Study 1 using listening training conducted in one branch of a company that provides nursing services compared to another branch of the company that did not receive training. The results indicated that listening training had lasting effects on employees’ listening abilities, anxiety reduction, and perspective-taking during difficult conversations. The discussion centers on the importance of interpersonal listening abilities to the empowerment and well-being of employees in the workplace.
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