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Exploring Users’ Acceptance and Engagement with Mental Health Chatbots

2026-03-31Recensão Acesso aberto
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dc.contributor.authorYang, Yanrong
dc.contributor.authorOliveira, Tiago
dc.contributor.authorTavares, Jorge
dc.contributor.institutionInformation Management Research Center (MagIC) - NOVA Information Management School
dc.contributor.institutionNOVA Information Management School (NOVA IMS)
dc.contributor.pblJohn Wiley & Sons, Ltd.
dc.date.accessioned2026-04-06T15:01:01Z
dc.date.available2026-04-06T15:01:01Z
dc.date.issued2026-03-31
dc.descriptionYang, Y., Oliveira, T., & Tavares, J. (2026). Exploring Users’ Acceptance and Engagement with Mental Health Chatbots: Insights from an Integrative Review. International Journal of Telemedicine and Applications, 2026, Article 9055091. https://doi.org/10.1155/ijta/9055091
dc.description.abstractBackground The potential of well-being chatbots as supportive tools in mental healthcare is increasingly recognised. Nevertheless, user acceptance remains low, highlighting the need to understand the factors influencing adoption and engagement. Objective: The purpose of this study is to identify the factors influencing user acceptance and engagement with chatbots and to generate insights that can inform the design and implementation of more effective chatbot interventions for mental well-being. Methods: Following the PRISMA 2020 guidelines, an integrative review was conducted in June 2024. Literature searches were carried out in Web of Science, Scopus, PubMed, IEEE Xplore and ScienceDirect to identify peer-reviewed articles published between January 2010 and May 2024. Thematic analysis was employed using an inductive approach. Results: From a total of 1232 papers identified, 20 studies met the inclusion criteria. The findings developed three themes, which involve technological factor, user factor and environmental factor. Different subtopics within the technological aspects have different effects on user behaviour. Technological limitations and excessive anthropomorphism have emerged as key barriers to user–chatbot interaction; empathy, interactivity, user-centred design, ease of use, personalisation, usability and stability were found to promote user engagement. From the user perspective, barriers included lack of motivation, low trust, privacy concerns and effort expectations, while facilitators encompassed enjoyment, positive attitudes, learning opportunities and emotion. Environmental factors could influence user adoption behaviour, for instance, advertising and social influences. Conclusions: Multiple interdisciplinary factors have been found to influence user engagement with chatbots for mental well-being. This will contribute to refining extant theories and fostering interdisciplinary collaboration. Moreover, this study provides a valuable source of instruction for designers and developers of health chatbots.en
dc.description.versionpublishersversion
dc.description.versionpublished
dc.format.extent14
dc.format.extent514687
dc.identifier.doi10.1155/ijta/9055091
dc.identifier.issn1687-6415
dc.identifier.otherPURE: 152660709
dc.identifier.otherPURE UUID: 54e13d2e-4d77-4d6a-9e2b-dc1e7ef842ec
dc.identifier.otherScopus: 105035314423
dc.identifier.otherWOS: 001729467900001
dc.identifier.urihttp://hdl.handle.net/10362/202056
dc.identifier.urlhttps://www.scopus.com/pages/publications/105035314423
dc.identifier.urlhttps://www.webofscience.com/wos/woscc/full-record/WOS:001729467900001
dc.language.isoeng
dc.peerreviewedyes
dc.relationhttps://doi.org/10.54499/UID/04152/2025
dc.relationhttps://doi.org/10.54499/UID/PRR/04152/2025
dc.subjectacceptance
dc.subjectengagement
dc.subjectmental health
dc.subjectwell-being chatbot
dc.subjectMedicine (miscellaneous)
dc.subjectHealth Informatics
dc.subjectComputer Networks and Communications
dc.subjectHealth Information Management
dc.subjectSDG 3 - Good Health and Well-being
dc.titleExploring Users’ Acceptance and Engagement with Mental Health Chatbotsen
dc.title.subtitleInsights from an Integrative Reviewen
dc.typereview
degois.publication.titleInternational Journal of Telemedicine and Applications
degois.publication.volume2026
dspace.entity.typePublication
rcaap.rightsopenAccess

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NIMS: MagIC - Artigos em revista internacional com arbitragem científica (Peer-Review articles in international journals)