AI Efficiency Versus Human Empathy: A Paradox of AI and Human Agents in Service Support Interactions

ABSTRACT While artificial intelligence (AI) revolutionizes customer service, its emotional implications for users are less explored than its functional efficacy. In this study, the emotional responses of users interacting with AI‐driven virtual assistants and human agents in service support interactions are compared. A quantitative cross‐sectional survey of 150 U.S. adults who had used both human and AI assistants within the past 3 months was conducted. The findings show that human agents elicit more positive affect, with higher ratings for satisfaction, emotional support, and feeling understood. On the other hand, AI assistants were rated as improved problem‐solvers, although interactions with human agents were associated with higher anxiety. In contrast with the efficiency of AI, users indicated a greater affinity for subsequent human interactions. All reported differences were statistically significant ( p < 0.05). Sociologically interpreted through symbolic interactionism and affect theory, the findings show that users value affective connection more than utilitarian success. The study concludes that AI cannot directly substitute the nuanced affective connection provided by humans, with a call for the creation of emotionally intelligent hybrid models that combine the strengths of AI and human agents.