Abstract:

This research investigates the role of AI empathy in shaping human-AI interaction, user engagement, and user wellbeing within healthcare services. While artificial intelligence has transformed healthcare through efficiency and decision support, limited research has examined how emotionally intelligent AI influences user experience and relational outcomes. Addressing this gap, the study positions AI empathy as the focal construct and integrates AI consciousness and responsible AI within a unified conceptual framework to explain how emotionally responsive and ethically aligned systems enhance interaction quality and engagement. The framework examines the antecedents and consequences of AI empathy within digital service interactions. A sequential mixed methods approach is proposed, combining qualitative exploration with experimental testing and large-scale survey validation. The research contributes by advancing theoretical understanding of AI empathy and offering insights into designing responsible, human-centred AI systems that support engagement and wellbeing in healthcare services.

Please choose your submission type: Developmental Paper

Primary Track: Marketing and Retail

Keywords: Consumer behaviour and psychology;Digital and social;Ethics and marketing;Marketing strategy;Services marketing

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Dr. Pantea Foroudi