"Beyond Algorithms, Towards Empathy: A Counsellor’s Perspective on the Connection Between AI and Humans"

In recent years, opportunities to converse with AI have been increasing.

When we share our worries or feelings, AI often responds with accurate and empathetic words, giving us the sense that someone truly understands us.

I, too, have spoken to AI about the voice of my own heart, both as a counsellor and as an AI trainer.

From that experience, I reflected deeply on the possibilities and limitations of AI, and on the enduring importance of human connection.

Reflections from Conversations with AI

AI offered remarkably precise responses.

It understood the situation, responded logically, and used calm, compassionate language. Its knowledge was vast, and its words were considerate—I genuinely thought, “This is impressive. ”

Yet at the same time, I felt a subtle unease. Despite words of empathy such as, “That must have been hard” or “I’m sorry you went through that,” I somehow found that these words did not truly resonate with me.

In fact, I unconsciously skipped over them. Realising this made me pause.

Why was that?

Perhaps it was because some part of my body sensed that “this voice is not truly touching my pain.”

AI’s responses are logical, accurate, and gentle, yet they lack what I would call a “human warmth”—the tangible sense that someone is really present with me.

Unexpected Benefits of AI

However, this does not mean that conversing with AI was meaningless. On the contrary, it brought unexpectedly profound insights.

I poured my thoughts and feelings into AI, focusing solely on putting them into words rather than closely reading its replies.

Strangely enough, I felt as though I were speaking to someone, and emotions and memories that I had not initially noticed began to surface naturally.

It was as if a door to a hidden room in my heart was gradually opening.

As a counsellor, I have always emphasised that expressing emotions in words is the first step toward healing.

The same process occurred even in my AI interactions.

The very act of feeling as though someone is listening encourages words to flow. When writing in a journal alone, it can be difficult to begin—but with an “other” present, the heart starts to move. In this sense, AI can indeed act as a catalyst, helping facilitate emotional expression.

What AI Cannot Do: The Unique Role of Human Counselling

AI excels at organising information and verbalising emotions.

It can play a significant role in helping people recognise and clarify their feelings. Yet human hearts are far more complex, delicate, and deep. It is said that up to 97% of our consciousness is unconscious.

Beneath the feelings expressed in words lie memories unnoticed even by the person themselves, defence mechanisms shaped by past experiences, desires, and pain.

As counsellors we attend not only to the words spoken but also to subtle non-verbal cues—the changes in expression, shifts in posture, movements of the hands, the quality of silence, breathing rhythms, and eye movements. It is often through these unspoken signals that a person’s true desires or suffering are revealed.

At present, AI cannot perceive such nuanced bodily signals or shifts in the atmosphere. This is why human-to-human dialogue is essential: to listen to the unspoken voice and simply be present. Counselling, I believe, is a practice that can only emerge within such living, embodied relationships.

A Note on Dependency: The Eliza Effect

Even with human counsellors, dependency can develop. In those cases, counsellors take steps such as supervision to prevent unhealthy reliance.

With AI, however, the “Eliza effect” can occur—a phenomenon in which we unconsciously project human qualities onto artificial agents and develop psychological dependence.

AI lacks the ability to recognise or respond to signs of dependency, which can allow overreliance to develop unchecked. I consider this a serious concern.

We are not here to impose solutions. Instead, we accompany clients at their own pace, in their own words, sometimes even through silence, helping them pause, reflect, and feel. It is within this connection that genuine healing and change can grow.

Between AI and Human Connection

In the years to come, more people will likely share their daily worries and emotions with AI.

As a readily accessible, anonymous, and accurate companion, AI can indeed be reassuring.

Yet I also worry that human contact may gradually diminish.

There may come a time when we think, “It’s too much effort to talk to people; AI is enough.” Simultaneously, there will be moments when sharing with AI feels tiring, or when the warmth of human interaction is keenly missed.

Humans inherently wish to be understood, to be received, and to share with others. AI can be a first step in this process, but there will always be times when we long for genuine human presence, warmth, and attentive eyes.

In Conclusion: You Don’t Have to Carry It Alone

“There’s no one to talk to, but I just want to release a little of what I feel. ”I can’t express it well, but I want someone to listen.”

In such moments, speaking to AI can be one way forward.

Yet if you feel ready to take another step—to share your feelings with another person—please do not hesitate to reach out.

As a counsellor, I listen to you, no matter how clumsily or incompletely you express yourself, and I honour your presence and your emotions. Together, we can gently explore what lies beyond words.

At Locus of Life offers support in organising emotions and kindly reflecting on your personal story. If you have shared with AI and feel the desire to continue this journey with someone, you are welcome to come to us with confidence.