The AI empathy effect: a mechanism of emotional contagion

Abstract

ABSTRACT While advances in technology have led to the widespread use of artificial intelligence (AI) in frontline services, the AI empathic effect is often overlooked. Based on emotional contagion theory, this research explores the impacts of AI emotional mimicry and empathic concern in service success and failure via experimental designs, respectively. Results indicate that AI with high emotional mimicry and empathic concern resulted in higher arousal and pleasure, increasing tourists’ continuous usage intention. Arousal and pleasure played significant mediating roles in service success. However, while empathic concern significantly affected continuous usage intention through pleasure, arousal did not have a similar effect. The joint effects of extrinsic and intrinsic anthropomorphism (emotional mimicry) were significant in a successful service context, but not in service failure. These results have important implications for the development and promotion of AI and enriches theoretical applications of emotional contagion theory and empathy.