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Mental health support: The rise of the therapy chatbots is happening… but serious concerns remain

Lionel Naidoo.

Lionel Naidoo, managing director of Dragon Information Systems, explores the way in which AI is infiltrating our daily lives.

Published in association with

IT WAS not that long ago that Artificial Intelligence was simply being talked about as a promising new technology on the horizon. But we are seeing it gradually find its way into every corner of daily life.

From clever tools like Microsoft Copilot, which can help boost efficiency and save time and money for businesses, to virtual assistants like Siri and Alexa, wearable devices, smart phones and all the other technology being designed to help make our lives easier.

Here, I am taking a closer look at one perhaps surprising area where AI is also having an impact: mental health support.

Lionel Naidoo.

As a team, here at Dragon IS, we are passionate about technology and AI is naturally something about which we are hugely excited. In particular, what influence it is having in the real world.

The concept of therapy chatbots is one we decided to explore after being made aware of a young person who felt they had no one to talk to and so turned to ChatGPT. Happily, they were pointed in the direction of the in-person help they so desperately needed.

But it raises some important questions about AI and its abilities.

A quick search reveals that chatbots are rising in popularity in this space. Last year, Limbic Access, which can help to triage patients, also became the first mental health chatbot to secure UK medical device certification.

But in many health care circles, some serious concerns remain and the benefit of these types of chatbots is hotly debated.

How does it work?

Unlike traditional therapy, where a human therapist guides the process, therapy chatbots are AI-powered programmes designed to simulate human conversation. They operate within messaging platforms, mobile apps or web interfaces.

Such tools are designed to interact in a human way, engaging users in text-based conversations that mimic speech. They achieve this through a combination of pre-programmed responses and machine learning.

The chatbots adapt their interactions based on input and learnings from previous conversations to provide personalisation and drive greater engagement.

What may be driving their popularity?

While factors such as difficulty accessing medical services quickly and a perceived stigma around mental health could be playing a part, there are some other key trends that may explain why therapy chatbots are gaining in traction, especially among young people.

A recent Uswitch survey revealed that nearly 70% of 18-34s prefer a text to a phone call. A quarter add that they will never answer the phone, with more than half admitting that they think unexpected calls mean bad news.

So it is perhaps unsurprising that a text-based language service is finding favour.

It has also been widely reported that in the UK we have a loneliness problem. In 2022, approximately 50% of adults in the UK reported feeling lonely to varying degrees.

The most impacted age group, according to the UK government’s Tackling Loneliness strategy review, is those aged 16-24 years old. Around 1 in 10 workers also say they feel lonely at work, often or always.

Are the chatbots safe?

While in theory chatbots may provide an answer to certain issues, many concerns are being raised over their use, including that AI bots may give poor advice or have ingrained biases.

Another significant concern is “therapeutic misconception”, whereby users may mistakenly believe that chatbots designed for support and signposting can provide real therapeutic care. In reality, they lack the skill, training and experience of human therapists.

While they can follow predefined scripts and offer responses based on patterns, they also lack the emotional understanding and empathy that a human therapist provides, which is crucial for effective therapy.

Relying solely on chatbots for mental health support can be risky too. While they might offer coping strategies and encouragement, they cannot replace the depth of understanding and personalised guidance that a human therapist provides.

Overreliance on chatbots could also delay someone seeking professional help when it is needed. Solely relying on a chatbot may risk further isolating individuals.

What this example highlights is just how integrated AI is becoming – and that is not without its challenges. As a team, we will continue to watch closely how AI and its applications progress.

Dragon IS, based in Milton Keynes, is an IT support company and cyber essentials certified supplier. Established in 2009, the company specialises in working with small and medium-sized businesses. For more information visit www.dragon-is.com

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