Perceived Emotional Authenticity in AI Chatbots vs. Human Support: A Teen Interpretation of Empathy and Trust

Abstract

The rapid integration of Artificial Intelligence (AI) into virtual communication is reshaping how emotional and interpersonal support is delivered. This study examines how adolescents perceive emotional support from human and AI therapists in a therapeutic context. Participants evaluated one human-written and one AI-generated support message across four factors: empathy, emotional authenticity, trustworthiness, and comfort. A total of 100 adolescents aged 13–18 was presented with a hypothetical stressful situation and asked to rate both messages using a 5-point Likert scale. The results show broad similarities across the four measures, particularly between perceived empathy and emotional authenticity. However, a trust paradox emerged: teenagers reported greater trust in AI, largely because they feared being judged by a human. At the same time, participants experienced greater comfort and reassurance from the human-written message. Overall, while AI may be preferred initially because it feels low risk, it cannot fully replace the sustained comfort and emotional depth offered by human support. This study recommends an ethical hybrid framework that integrates AI into therapeutic support while preserving human oversight for more nuanced aspects of care. Keyword : Emotional Authenticity, Empathy, Hybrid-framework, Inter-personal support, perceive, Trust-paradox