The growing presence of artificial intelligence (AI) in digital communication environments necessitates a renewed examination of empathy within human–machine interaction. This study investigates how perceived humanness in AI-mediated communication influences digital empathy perceptions and communication outcomes among university students. Digital empathy is conceptualized as simulated affective responsiveness, while perceived humanness refers to the degree to which AI interactions are experienced as human-like. Turkey provides a meaningful research context due to its young, digitally active university population and a communication culture emphasizing relational warmth, trust, and dialogic engagement. Grounded in Social Response Theory, the Technology Acceptance Model (TAM), and Human–Machine Communication frameworks, the study adopts a qualitative research design. Data were collected through semi-structured in-depth interviews with 20 undergraduate students from diverse academic disciplines. Participants interacted with chatbot applications displaying varying levels of anthropomor- phism and subsequently reflected on their communication experiences. The data were analyzed using thematic analysis. Findings indicate that human-like language use, emotional feedback, and contextual awareness significantly enhance perceived humanness and digital empathy. However, participants emphasized the importance of maintaining a balanced "human touch", noting that excessive anthropomorphism may reduce perceived authenticity and comfort. Overall, the study demonstrates that empathy-oriented AI design requires not only technical capability but also theoretically grounded, practice-oriented, and human-centered development strategies. By foregrounding users’ experiential perspectives, this research offers timely insights for ethical AI design at the intersection of technology, communication, and society.

Authors:
Tülay Yazici, Muş Alparslan University, Turkiye

About the Presenter(s)
She is currently an Associate Professor in the Department of Public Relations and Publicity at Muş Alparslan University, conducting research on public relations, interpersonal communication, new media, and branding.

Connect on Linkedin
https://pbs.alparslan.edu.tr/kisi.php?pers_id=842

Connect on ResearchGate
https://www.researchgate.net/profile/Tuelay-Yazici-2

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