When did it become easier to talk to a machine than to another person?

Somewhere along the way, we stopped saying things out loud — and started typing them instead.

More people are turning to generative AI — tools that produce human-like responses — not just for information, but for something closer to the heart, something warmer. A conversation in a place that allows them to speak freely.

No waiting lists, no cost and most importantly — no judgement.

It listens. It responds. It makes you feel heard. For a moment, it works.

But it begs a hard question — can AI recognise when someone is at risk? Can it read tone, context or signals that something is, not quite right?

We know there are things it simply can’t answer. Confidently, perhaps but not accurately.

It can’t really tell you why your partner didn’t text you back all day. Why you were left on blue ticks, wondering if you said the wrong thing, was it the tone of the message that didn’t land quite well or if something is changing in the relationship?

It might say: “They may be comfortable with silence and space” or at best “There are many possible reasons”.

And you find yourself wondering — is that actually helpful?

People are not turning to AI because its better. They are turning to it because something is missing — access, affordability, safe spaces to speak without being judged or facing negative consequences.

But what feels like connection isn’t always the same as being understood.

It’s time for Malaysia to ask the uncomfortable questions.

Not in asking whether AI can replace therapy — it can’t — but in addressing why people feel they have to rely on it.

I see a lot of opportunity here — for governments to expand access to care, subsidies for support, and to encourage — perhaps even mandate — employee assistance programmes. For organisations to create environments where therapy with a real human isn’t hidden, but normalised.

Support, especially the human kind, should not depend on convenience.

“Ah, look at all the lonely people,” as The Beatles once sang.

And maybe, the real question isn’t whether AI can listen, but why so many people feel they have no one who will.

The views expressed are those of the writer and do not necessarily reflect those of FMT.