WILL ARTIFICIAL INTELLIGENCE REPLACE MEDIATORS?

Artificial Intelligence programs, such as ChatGPT, have the potential for expanded use in dispute resolution.

ChatGPT has direct access to internet resources, which enables it to understand, interpret, and respond in natural language. But many are wondering if the new technology can assist mediators and if it could one day replace mediators entirely.

ChatGPT has the ability to process and analyze large amounts of information and can quickly provide a mediator with useful data. If ChatGPT is used to generate a transcript of a mediation, it can easily answer questions about what was said or agreed to. ChatGPT can also provide the mediator with dispute resolution techniques and generate potential solutions.

But can ChatGPT replace mediators? Perhaps some day, but presently ChatGPT has its limitations. It is not necessarily neutral or free of bias. ChatGPT is not independent of the gender, racial, and other biases on the internet. ChatGPT currently has no access to nonverbal cues, such as gesture and facial expressions. ChatGPT may not recognize cultural factors. Participants may not find ChatGPT an empathic listener able to recognize emotions.

Researchers Sonja Weisheit and Christoph Salger from Mediate.com asked ChatGPT if it could replace a mediator. It’s response: “As an AI language model, I can provide information and suggestions based on data and algorithms, but I cannot replace the role of a human mediator. A mediator is a trained professional who helps parties in conflict to reach a mutually agreeable solution. A mediator often relies on a combination of communication skills, active listening, empathy, and the ability to recognize and address power imbalances to help people in dispute find common ground. While I can provide general information on conflict resolution, I cannot replace the human qualities that a mediator brings to the process. Mediation often involves emotional intelligence, which is an area where AI models like myself will have limitations.”

I don’t see ChatGPT replacing mediators any time soon, but the strength of ChatGPT in analyzing data and generating possible solutions is a valuable tool for disputants and mediators alike.