If you were having the worst day of your life and reached out for help, would you be surprised to learn that an AI tool might actually offer you more compassionate support than a trained human counselor? Recent research suggests this might be the case.
In a new study published in Live Science, researchers compared AI responses to those from trained crisis counselors. Researchers from universities in Geneva and Bern gave six top AI systems, including ChatGPT-4, the same emotional intelligence tests we use to evaluate humans. AIs scored 81-82% on average, while humans managed only 56%. The overall conclusion of the study was that AI is better at "understanding" emotions than humans.
Why This Might Be Happening
AIs don't have bad days. They don't come to work tired, stressed about their mortgage, or distracted by relationship drama. Every response gets their full, consistent attention.
They catch what we miss. While we might get caught up in our own emotional reactions, AIs can process subtle cues in language, tone, and context without getting overwhelmed by their own feelings.
They're built for these tests. Standardized emotional intelligence tests play to AI strengths. AI excels at analyzing emotional scenarios from a distance, but humans navigate these same situations while actually living through the intensity and chaos of real emotions.
The Human Element Still Matters
AI might excel at recognizing emotional patterns and offering textbook-perfect responses, but it hasn't stayed up all night worrying about a child, hasn't felt its heart break, hasn't experienced the messy complexity of being human.
This study needs to be taken with a grain of salt. The most powerful combination is more likely to be AI's consistency paired with human authenticity and machine precision balanced with human intuition.
What This Means for the Workplace
This research has growing implications for the workplace, especially in areas like employee support, HR, leadership, and customer service. As organizations adopt AI tools for tasks like responding to employee concerns, handling mental health check-ins, or screening candidates, it’s worth considering that these tools may offer more emotionally attuned responses than expected.
For example, AI-powered chatbots can be used to conduct anonymous employee surveys or support check-ins, potentially identifying signs of burnout or stress with greater consistency than a manager juggling multiple responsibilities. AI tools may also assist HR professionals in drafting more empathetic communications or preparing for difficult conversations by analyzing tone and offering more emotionally intelligent phrasing.
That said, AI shouldn't replace human connection in the workplace. Empathy builds trust, and trust still depends on real relationships. The key is to let AI enhance – not replace – how we support one another at work. With the right balance, organizations can use AI to elevate emotional intelligence across teams while reinforcing the authentic, human interactions that truly define a healthy workplace culture.