User perceptions and experiences of an AI-driven conversational agent for mental health support.

ABSTRACT:

Background

The increasing prevalence of artificial intelligence (AI)-driven mental health conversational agents necessitates a comprehensive understanding of user engagement and user perceptions of this technology. This study aims to fill the existing knowledge gap by focusing on Wysa, a commercially available mobile conversational agent designed to provide personalized mental health support.

Methods

A total of 159 user reviews posted between January, 2020 and March, 2024, on the Wysa app's Google Play page were collected. Thematic analysis was then used to perform open and inductive coding of the collected data.

Results

Seven major themes emerged from the user reviews: "a trusting environment promotes wellbeing", "ubiquitous access offers real-time support", "AI limi

SUBMITTER: Chaudhry BM 

PROVIDER: S-EPMC11304096 | biostudies-literature | 2024

REPOSITORIES: biostudies-literature