The Impact of Artificial Intelligence on Emotional Intelligence in the Service Sector: A Review

Abstract

The increasing integration of artificial intelligence (AI) into various aspects of modern life raises questions about its influence on emotional intelligence (EI). This study critically examines existing literature to reveal the multidimensional relationship between AI and EI. Through a comprehensive analysis of studies spanning diverse domains such as education, healthcare, human-computer interaction, and banks, this study explores the potential effects of AI on the development, expression, and regulation of EI. It synthesises findings regarding AI’s capacity to recognise, interpret, and respond to human emotions, as well as its role in enhancing or diminishing EI competencies. In addition, ethical considerations, challenges, and opportunities arising from the intersection of AI and EI are discussed. The study highlights gaps in current research and offers insights for future investigations aimed at understanding and harnessing the interplay between AI and EI to promote human well-being and societal advancement.

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