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The potential use of chatbots in augmenting Mental Healthcare services: What do consumers think of chatbots assisting their therapy sessions?
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Resumo(s)
This thesis investigates consumer perceptions concerning the potential use of chatbots to
augment mental health services, particularly in therapy sessions. It examines whether
consumers are willing to use AI assistants to better express their emotions before therapy
sessions. The literature review explores reasons for aversion to AI in mental health care, such
as concerns regarding privacy and impersonal interactions, as well as factors that promote
trust and acceptance, such as human-likeliness and non-judgmental support. We employed
experiments for methodology, using a questionnaire distributed randomly through Qualtrics
to two samples: one exposed to an AI-based assistant, and another to a human assistant.
Findings aim to explain patterns in consumer attitudes towards AI versus human assistance in
therapy, with implications for mental health practitioners and developers of AI-driven
technologies. Understanding consumer preferences and concerns can inform the design and
implementation of chatbot interventions in mental health therapy, contributing to the
accessibility and effectiveness of therapy services while preserving ethical standards and the
human-centric nature of therapeutic relationships.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Driven Marketing, specialization in Marketing Intelligence
Palavras-chave
Artificial Intelligence Mental Healthcare Chatbots Conversational agents Service Augmentation SDG 3 - Good health and well-being SDG 9 - Industry, innovation and infrastructure SDG 10 - Reduced inequalities