A 2025 survey of 1,058 young people between the ages of 12 and 21 found that 13% had turned to generative artificial intelligence (gen AI), the technology behind chatbots like ChatGPT, for emotional support when feeling sad, angry, or nervous. Among those aged 18 to 21, the rate was higher at 22%. Researchers from the universities of Manchester and Durham explored how people respond to emotional messages written by humans versus those generated by large language models (LLMs), the systems that power AI chatbots. In one experiment, 390 participants were asked to imagine scenarios involving anger, sadness, or fear and then read a response—either from a human or from gen AI—without knowing the source. Participants found gen AI messages more emotionally supportive in anger and fear scenarios, but not in sadness. While these AI-generated messages sometimes improved the participants’ emotions, the effects varied. For example, AI responses increased calm more than human messages in fear scenarios, but did not reduce fear as much. A recent review of 23 studies found that people generally rated gen AI messages as more empathetic—meaning they seemed more understanding and caring—than messages written by humans. Researchers refer to this as the "AI advantage." One possible reason is that gen AI can consistently provide structured responses, whereas humans might feel tired or unsure about what to say. Additionally, AI messages often include specific, actionable advice that the recipient can follow. However, in one of the experiments, simply acknowledging and validating the recipient’s feelings did not fully explain the emotional benefits of AI messages. Further experiments suggested that the "actionable support" found in these messages—specific, realistic suggestions—was a key factor. Messages with practical help were seen as more comforting and improved emotional responses, regardless of whether they came from AI or a person. When human messages offered similar help, they were judged just as supportive. However, the effectiveness of such support depends on how it is delivered. A 2024 study found that too many suggestions could make people feel less heard. Before offering advice, it may be more effective to check whether the person actually wants it. If so, a single, manageable step might be more helpful than a list of solutions. The perceived source of a message also influences how it is received. The same 2024 study found that people felt more heard by AI responses, but this benefit disappeared when they believed the message came from an AI. In nine additional studies involving 6,282 people, the same AI-generated messages were rated as more empathetic and supportive when described as coming from a human rather than an AI. Participants also preferred human interaction when seeking emotional support, even if it meant waiting longer for a response. While the research has not yet fully explained why people prefer human support, one possibility is that a human response signals a willingness to invest time and emotional effort. Support from someone close also comes within an existing relationship. Studies with romantic couples found that the recipient’s perception of their partner’s efforts was more closely linked to their relationship satisfaction than the partner’s own account of their actions. Another study showed that valuing and receptive listening were associated with greater relationship satisfaction. These findings highlight that while AI can offer useful advice, emotional support from people includes personal knowledge and the possibility of ongoing involvement. Gen AI can suggest going for a walk, but it cannot join in. The research also has limitations, as most studies focused on brief, one-time interactions and did not explore long-term use or crisis situations. Human messages in the experiments were often written by strangers or designed as examples, not by people who knew the recipients personally. The practical takeaway is that people can learn from what AI does well. When someone is upset, ask if they want advice. If they do, offer a specific, manageable step. Gen AI may help find useful words and responses, but human relationships add personal knowledge and the ability to stay involved. Used thoughtfully, AI could help improve how people support one another.