Good observation, because "feel heard" is exactly what the user/customer is not getting. Here, talk to this machine, give it your innermost thoughts and feelings so you can "feel heard". Except no one is listening on the other side.
..My mistake, the keyword is "feel". If the machine can give humans the feeling that they're being heard, it fulfills the requirement. The fact that there's no one actually listening doesn't matter, as long as the person feels heard.
Weirdly, maybe that is valuable in itself. The customer gets to vent their complaints, and the user gets to talk through their mental issues. That's better than not having anyone or anything at all.
..My mistake, the keyword is "feel". If the machine can give humans the feeling that they're being heard, it fulfills the requirement. The fact that there's no one actually listening doesn't matter, as long as the person feels heard.
Weirdly, maybe that is valuable in itself. The customer gets to vent their complaints, and the user gets to talk through their mental issues. That's better than not having anyone or anything at all.