WSJ Tech News Briefing: What AI Chatbots Can Teach Us About Empathy
Release Date: March 20, 2025
Host: Victoria Craig, The Wall Street Journal

Introduction

In the March 20th episode of WSJ Tech News Briefing, host Victoria Craig delves into the intriguing intersection of artificial intelligence and human empathy. Titled "What AI Chatbots Can Teach Us About Empathy," the episode explores whether AI can rival human beings in expressing empathy and what lessons we can glean from advanced chatbots to enhance our interpersonal interactions.

AI's Emerging Empathetic Abilities

Victoria Craig opens the discussion by challenging the common perception of AI as cold and unsympathetic. She presents a scenario where two responses are given to someone seeking advice on returning to work after a long break. Surprisingly, the more supportive response is revealed to be generated by a computer. This revelation sets the stage for a deeper exploration into AI's capabilities in empathy.

Insights from Dr. Jamil Zaki, Stanford University

Dr. Jamil Zaki, a professor of psychology at Stanford University, provides expert analysis on AI's seemingly superior empathetic responses compared to humans.

Key Points:

• Empathic Performance: Dr. Zaki explains that large language models (LLMs) like those powering AI chatbots often outperform humans in providing supportive and empathetic text-based responses. He notes, “LLMs have run circles around human beings, that is human strangers at providing responses that feel more empathic and more supportive to the people receiving them” (02:19).

• Avoiding Common Pitfalls: Unlike humans, AI does not divert the conversation to itself, a common mistake that undermines genuine empathy. Dr. Zaki states, “LL empathy... tends to be focused much more on the person speaking and much less on themselves” (03:30).

• Not Truly Empathetic: Despite their performance, Dr. Zaki clarifies that AI does not possess consciousness or emotions, which are essential for true empathy. He emphasizes, “I’m not arguing that large language models are actually empathic” (04:58).

• Human Preference for Human Empathy: People still prefer empathy from humans over AI when they are aware they are interacting with a person, highlighting the unique value of human touch in emotional support (04:58).

• Lessons for Humans: Dr. Zaki suggests that humans can learn from AI by pausing before responding, avoiding making the conversation about themselves, and asking more questions to better understand the other person’s needs (04:58).

Notable Quotes:

• “LL empathy... tends to be focused much more on the person speaking and much less on themselves.” (03:30)

• “When you try to engage [AI] in a longer conversation, those same tactics feel really repetitive and rote and frankly artificial.” (06:15)

The Human Advantage in Empathy

Victoria Craig and Dr. Zaki discuss the irreplaceable elements of human empathy, such as physical touch and nuanced facial expressions, which AI cannot replicate. Dr. Zaki reinforces that while AI can mimic certain aspects of empathy, the genuine emotional connection remains a distinctly human trait.

AI in the Kitchen: A Culinary Experiment with Jane Black

Transitioning from empathy, the episode shifts focus to the practical applications of AI in daily life, specifically in meal planning. Jane Black, a WSJ contributor, shares her hands-on experience using AI platforms to plan her family’s meals and manage grocery lists.

Exploring AI's Role in Meal Planning:

• Early Challenges: Jane recounts her initial experiences with AI in 2023, where the technology was rudimentary. She notes, “When I started this little journey of mine in the summer of 2023... it was nowhere near as good as it is now” (08:48).

• Advancements and Interaction: The AI has significantly improved, allowing for more nuanced conversations and better understanding of dietary restrictions. Jane highlights the interactive nature of modern AI, stating, “It was really quite interesting to kind of have a culinary assistant in that way” (08:48).

• Custom Recipe Generation: Unlike traditional recipe searches, AI generates unique recipes based on specific prompts. Jane explains, “AI doesn't know how to cook... it is literally making them up on the fly” (10:20).

• Testing with Professional Chefs: Jane tested AI-generated recipes by having professional chefs attempt them. While the chefs were less impressed, Jane attributes this to the chefs' high standards and the AI's lack of experiential cooking knowledge: “They put so much energy and so much effort into the recipes that they do... AI didn't do that” (11:09).

Practical Tips for Users:

Jane offers valuable advice for those looking to use AI in meal planning:

1. Be Specific: Provide detailed prompts to guide the AI effectively. “Don't just say... you might have to ask the AI chatbot a couple of questions” (11:44).

2. Role-Playing: Inform the AI about personal preferences to tailor suggestions. “Tell it people that you like so that it has a sense of the kind of food that you want to make” (11:44).

3. Review Recipes Carefully: Ensure that AI-generated recipes are practical and suited to your pantry before cooking. “Read the recipes very carefully before you go shopping, before you start to cook” (11:44).

Conclusions and Final Thoughts

Victoria Craig wraps up the episode by emphasizing the dual nature of AI in both enhancing and challenging human interactions. While AI chatbots demonstrate remarkable proficiency in certain empathetic tasks, the essence of human empathy—rooted in consciousness and emotional depth—remains unparalleled. Additionally, AI's role in practical applications like meal planning showcases its potential to streamline daily tasks, provided users engage with it thoughtfully.

Final Remarks:

• Unique Human Connection: Dr. Zaki reaffirms, “Empathy is still a human sport” (06:56), underscoring the irreplaceable nature of human emotional support.

• AI as a Learning Tool: Both experts agree that AI can serve as a valuable tool for humans to reflect and improve their own empathetic interactions.

Production Credits

• Produced by: Jess Jupiter
• Supervising Producer: Matthew Walls
• Host: Victoria Craig

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