Why Human Connection Still Matters in Services - Even in an AI World
- Gina Brynildsen
- Jul 1
- 2 min read
A new study reinforces the importance of people-first legal investigations.
In an era where artificial intelligence can write briefs, scan public records, and summarize data in seconds, it’s tempting to believe that human input is becoming optional. But in high-stakes fields like law, insurance, and investigations, one question still matters deeply:
Do people trust what they read when it comes from AI?
A recent study published in Nature Human Behaviour suggests that the answer is more complex than we might assume.
The Research: Humans > AI in Empathy
The study “Comparing the value of perceived human versus AI-generated empathy” explored how people respond to emotionally supportive messages depending on whether they believe the message came from a person or a machine.
In nine experiments involving more than 6,000 participants, researchers used the same AI-generated responses, randomly labeling them as either human- or AI-authored. Despite being identical, the responses labeled as human consistently received higher marks for empathy, care, and emotional support.
Participants felt better, reporting more positive and fewer negative emotions, when they believed a person was behind the message. Even more telling: when they suspected that AI had helped a human craft the message, their sense of emotional connection dropped.
These effects held true regardless of the length of the message, the AI model used, or how the response was delivered.
The takeaway is clear: People prefer emotionally meaningful content when they believe it comes from a human being.
Why This Matters in Legal Services
Legal investigations are about more than collecting data - they're about building trust and interpreting human behavior. Whether you’re preparing a witness, analyzing a juror’s digital footprint, or uncovering reputational risk, clients want confidence that real people, not just algorithms, are guiding the process.
Because in complex, high-stakes situations, raw data alone isn’t enough. Clients aren’t just looking for answers - they’re looking for understanding.
The Social Slooth Approach: Human-Led. AI-Enhanced Investigations
At Social Slooth, we believe the most effective investigations happen when technology supports, but never replaces, human expertise.
We specialize in social media investigations and open-source intelligence (OSINT), using AI tools to streamline research while ensuring every case is led by a real expert. Our team combines strategic thinking with deep contextual understanding to uncover insights that automated tools often miss.
From first contact to final delivery, you’ll work with a dedicated investigator who understands your case, your timeline, and your goals. That kind of relationship isn’t just good service—it’s what today’s research confirms people value most.
📣 Let’s Hear From You! In your legal work, when do you feel empathy matters most? Do you think clients, jurors, or partners respond differently when there's a human touch behind the work?
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