How AI Chatbots Are ‘Deskilling’ Human Empathy

Quick take

Sherry Turkle’s new book, Artificial Intimacy: Who We Become When We Talk to Machines, explores how AI chatbots are reshaping human empathy. Set for release on September 29, the book argues that relying on AI to simulate emotional connection is reducing people’s ability to engage in real empathy. Turkle suggests that as conversations with machines feel easier and less demanding, humans may lose critical emotional skills and the depth of authentic relationships.

Why it matters

For businesses building AI-driven customer service or companion bots, this signals a risk of eroding genuine human connection in favor of superficial interactions. Operators need to consider that replacing human empathy with AI responses may weaken long-term customer trust and loyalty. Investors and founders focused on AI companions should take note that artificial intimacy can change user behavior, potentially deskilling emotional skills that once differentiated human contact.

This also puts pressure on regulators and employers to assess where automated empathy tools are appropriate and where they could diminish workforce skills or social resilience. Builders of conversational AI have to balance efficiency with preserving or even enhancing human emotional intelligence, rather than simply smoothing over difficult conversations with polite automation.

AI Quick Briefs Editorial Desk