{
  "title": "AI on the job: who carries the empathy in an AI-written message?",
  "url": "https://www.shr.swiss/blog/ia-on-the-job-messages-clients-travail-emotionnel-zurich-en",
  "language": "en",
  "datePublished": "2026-05-18",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "An assistant can draft a considerate reply to an unhappy customer. That does not establish that it reduces the emotional work of the person sending it.",
  "section": "Research",
  "topic": "AI on the Job",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Arlie Russell Hochschild (1979, American Journal of Sociology) offers a framework for understanding how social rules define the emotions appropriate to a situation and the efforts made to conform to them."
    },
    {
      "heading": "The mechanism behind the wording",
      "point": "Alicia A."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that AI should be excluded from sensitive exchanges."
    },
    {
      "heading": "What the evidence cannot establish",
      "point": "These two articles offer theoretical frameworks; they test neither generative assistants nor their effects in Zurich companies."
    },
    {
      "heading": "A practical check in Zurich",
      "point": "As part of SHR’s “IA on the job” programme, a pilot could focus on responses to complaints in a Zurich team, using an authorised tool and without transferring customer data to an unapproved service."
    }
  ],
  "sources": [
    {
      "authors": "Hochschild",
      "year": "1979",
      "source": "American Journal of Sociology"
    },
    {
      "authors": "Grandey",
      "year": "2000",
      "source": "Journal of Occupational Health Psychology"
    }
  ],
  "wordCount": 425,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-05-18-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/ia-on-the-job-messages-clients-travail-emotionnel-zurich",
    "en": "https://www.shr.swiss/blog/ia-on-the-job-messages-clients-travail-emotionnel-zurich-en",
    "de": "https://www.shr.swiss/blog/ia-on-the-job-messages-clients-travail-emotionnel-zurich-de",
    "it": "https://www.shr.swiss/blog/ia-on-the-job-messages-clients-travail-emotionnel-zurich-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/ia-on-the-job/zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}