New study finds AI-generated empathy has its limits

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Summary

● Conversational agents (CAs) like Alexa and Siri can struggle to interpret and explore a user’s experience accurately compared to humans.
● CAs are powered by large language models (LLMs) that can contain biases similar to the humans who produced the data they ingest.
● CAs may make value judgments about certain identities, including being encouraging of harmful ideologies like Nazism.
● Automated empathy in CAs could have positive impacts in areas like education and healthcare, but there is a need for critical perspectives to mitigate potential harms.
● LLMs are good at emotional reactions but struggle with interpretations and explorations, showing limitations in their ability to go beyond surface-level responses.

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