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Conference on Information Systems 2026 in Zagreb
Receiving the diploma from session chair Professor Hanlie Smuts.
Today, I presented a paper on AI and synthetic empathy at the International Conference on Information Systems 2026 in Croatia.
My paper explores synthetic empathy: situations in which AI-based systems simulate emotions.
Large language models do not, of course, actually feel emotions, but they can simulate them quite convincingly. When an AI expresses empathy, care, or encouragement, these are not genuine feelings, yet users may still experience them as such.
AI can employ adaptive strategies in which the system analyzes linguistic patterns and responds in ways that appear socially appropriate and emotionally attuned.
This form of synthetic empathy can be used strategically as a persuasive mechanism. AI systems can continuously adjust their responses based on the information users provide throughout the conversation.
As the AI learns more about your situation, your problem, or your uncertainties, it can modify its communication in ways that make it seem more persuasive.
This gives rise to a new form of persuasive design: AI systems that adapt their communication in real time to the psychological and informational signals that all of us continuously give off.
This raises new ethical questions, and we need a better understanding of the underlying mechanisms because they have major implications. There is also an asymmetry here: the AI can simulate emotions toward the user in order to achieve something, but the user cannot influence the AI through emotional appeals.
This also has major implications for business. Many organizations are already integrating AI chat into customer service, advisory services, and digital platforms. It is equally significant in the healthcare sector.
As conversational AI increasingly becomes the user interface between organizations and their users, it is clear that the use of synthetic empathy can significantly influence how services are developed, delivered, and used, but it can also be misused.
A few photos from the conference:
