AI can be more comforting than a person—our research shows why

Recent research has found that generative artificial intelligence (gen AI) can provide emotional support that is perceived as more comforting than human-written responses. A 2025 U.S. survey revealed that 13% of young people aged 12 to 21 had sought advice from gen AI when feeling sad, angry, or nervous, with 22% of those aged 18 to 21 doing so.

In experiments conducted by researchers from the universities of Manchester and Durham, participants rated gen AI responses as more emotionally supportive in scenarios involving anger and fear compared to human-written replies. However, this difference was not observed for sadness. Gen AI responses also increased feelings of calm in the fear scenario, although they did not reduce fear as effectively as human messages.

The researchers suggest that consistency and actionable support are key factors contributing to the perceived effectiveness of gen AI responses. Specifically, gen AI can provide structured, immediate responses and concrete suggestions that recipients can follow. However, the effectiveness of gen AI support relies on offering manageable steps rather than excessive advice, as excessive suggestions may be less effective at making people feel heard.

The source attributed to a message can also influence how it is received. When gen AI responses are described as human-written, participants are more likely to perceive them as empathic and supportive, and they prefer human interaction when seeking emotional engagement. Nevertheless, research has not yet established the exact reasons behind these findings.

One possibility is that a human response signals the willingness to invest time and emotional effort, which is more readily available in close relationships. While gen AI can suggest actions like going for a walk, it cannot replace the personal connection and ongoing involvement that human relationships provide.