Everything is connected. What goes in affects what comes out. This is also true of the relationship between humans and machines.
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The convergence of artificial intelligence (AI) and human experience is changing the way we perceive and interact with our environment. Research shows that digital interactions have a profound effect on brain functions, including vision, language, cognition, and behavioral patterns. As AI becomes increasingly embedded in our daily lives, both at work and in leisure, important questions arise: How does our interaction with technology affect how we interact with others? Does our interaction with technology improve our understanding of each other?
Compliance by Design
AI systems are designed to be customer-friendly, responsive, and deliver instant results without the complexities of human emotions and misunderstandings. PubMed showed that utilizing AI can increase communication speed, promote positive emotional expression, and lead to more cooperative and intimate assessments between conversation partners. For example, emails created using AI are often sent more efficiently and with more polite and personal language than you would use yourself due to time constraints. Paradoxically, people often perceive AI-powered communication as more human than human-created content.
Ongoing Compliance Considerations
But this constant compliance also has a downside. If we become too accustomed to interacting with AI, we risk losing patience and empathy in real-life relationships where responses aren't always immediate or direct. Humans are creatures of habit, and the more we become accustomed to AI compliance that doesn't require even minimal civility, the more likely we are to develop careless language, a command-and-obey style, and an impatient attitude that can seep into human interactions. Over-reliance on AI for communication and problem-solving can erode patience and understanding when dealing with the complexities of human relationships.
For businesses, this could have serious implications: Workplace culture and customer relationships could be adversely affected if employees start treating their colleagues and customers with the same disinterested efficiency they use to treat AI. But what if we considered the alternative?
The possibility of politeness
Imagine you're a busy professional managing an endless stream of tasks and responsibilities. You rely heavily on your AI assistant to plan meetings, draft emails, stay on schedule, and more. One day, you decide to change the way you interact with this digital helper and add “please” and “thank you” to your commands. Over time, you notice a change. Not only do you receive more thoughtful responses, but you also find yourself feeling more patient and positive throughout the day. This simple behavioral change towards AI not only improves your mood, but it could also lead to greater empathy overall.
Language matters
Whether interacting with others or with AI, the language we use influences how we experience the interaction; not just the outcome, but also our perception of ourselves. The Politeness Principle, coined by Jeffrey Leach in 1983, suggests that respectful language influences the environment in which we operate. In hybrid situations, this principle means that the way we communicate online influences the way we communicate offline and vice versa. Both spheres shape our inner dialogue and, as a result, our self-perception. Consistently using polite language, whether in analog or digital formats, leads to greater satisfaction in our overall social engagement.
Hybrid Empathy
Used thoughtfully, AI has the potential to increase empathy and improve interpersonal relationships. Many microinteractions with AI (such as saying “please” to ask for the weather forecast or thanking an AI for setting a reminder) can reinforce the social norms of politeness and empathy that are essential to healthy relationships, provided that these interactions are approached with careful consideration.
Consider the impact this could have on your customer service environment: when AI systems consistently demonstrate empathy and understanding, customers may begin to expect the same from human agents. This could raise the bar for human interactions and create a more caring, customer-centric culture within your organization.
Practical takeaway: Hybrid empathy through A-framing
As we integrate AI into our lives, it's essential that we take a proactive approach to our interactions with these systems. Instead of allowing AI to subtly shape our behavior without our realizing it, we can be intentional about how we engage with this technology. In line with the A-frame for AI agency, here are some practical steps to ensure our interactions with AI foster empathy, rather than undermine it:
Self-awareness: Be mindful of how your interactions with AI impact your behavior. Paying attention to the words you use can reinforce good habits that improve social skills. Appreciation of others and AI: Cultivate respect and gratitude in your interactions with both AI and humans. This approach will not only improve your experience with AI, but it will also strengthen your relationships with people. Accept limitations: Recognize that AI is powerful, but has limitations. AI can support empathy, but it cannot replace the deep human connections that come from authentic face-to-face interactions. Accountability: Take responsibility for how you use AI. Companies and individuals should strive to create an environment where polite and empathetic communication is the norm rather than the exception.
What goes in affects what you get out. This is true in human-machine relationships as well. Cultivating empathy in our interactions with AI can help build a culture of increased compassion for humans. But this doesn't happen by chance; it requires us to be intentional about how we interact with ourselves, others, and AI.
If you put garbage in, you get garbage out. If you put kindness in, you get kindness out.
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If you are interested in the topic of Prosocial AI, please read the previous articles in this series and share your thoughts.
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Why AI makes educators more important than ever
Why adopting AI is a matter of life and death
Building Hybrid Resilience in a Tech-Dependent World: Lessons Learned
How can AI compensate for age-related cognitive decline?
How to use AI as a creative sparring partner
Building Hybrid Resilience in a Tech-Dependent World: Lessons Learned
How can AI compensate for age-related cognitive decline?
Harnessing human intelligence in an AI-driven world
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