AI Mediators Regulate Emotion and Create Value in Disputes

RESUMO

In conflict and disputes, especially, emotion acts as a salient force in influencing outcomes. Prior work shows negative affect can obstruct collaborative behaviors, which typically lead to ``win-win'' outcomes. Thus, some suggest mediators may help regulate emotion and achieve joint gains. With the proliferation of AI, we posit LLMs may perform well at this task, with the added benefit of better accessibility compared with a human mediator. To examine the effectiveness of AI versus novice human mediators, we conduct a between-subjects experiment, where participants engage in a dispute mediated by a human, AI, or no mediator. We first analyze how well the mediators regulate emotions within a dispute -- finding AI mediators perform significantly better than humans at reducing negative emotion. We next examine whether AI mediators facilitate disputants better realizing joint gains in disputes with high integrative potential (IP) -- we find a marginally significant interaction between IP and condition (AI versus human), indicating LLMs may outperform humans at aiding disputants realize joint gains. Lastly, we perform an analysis of the messages the mediators sent, finding the AI sent significantly more messages suggesting trade-offs compared to the humans.