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

IF 2.2 Q2 HEALTH CARE SCIENCES & SERVICES mHealth Pub Date : 2024-07-05 eCollection Date: 2024-01-01 DOI:10.21037/mhealth-23-55
Beenish Moalla Chaudhry, Happy Rani Debi
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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 limitations detract from the user experience", "perceived effectiveness of Wysa", "desire for cohesive and predictable interactions", "humanness in AI is welcomed", and "the need for improvements in the user interface". These themes highlight both the benefits and limitations of the AI-driven mental health conversational agents.

Conclusions: Users find that Wysa is effective in fostering a strong connection with its users, encouraging them to engage with the app and take positive steps towards emotional resilience and self-improvement. However, its AI needs several improvements to enhance user experience with the application. The findings contribute to the design and implementation of more effective, ethical, and user-aligned AI-driven mental health support systems.

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用户对人工智能驱动的心理健康支持对话代理的看法和体验。
背景:人工智能(AI)驱动的心理健康对话式代理日益普及,因此有必要全面了解用户参与情况以及用户对该技术的看法。本研究旨在通过关注Wysa填补现有的知识空白,Wysa是一款商用移动对话式代理,旨在提供个性化的心理健康支持:方法:收集了 2020 年 1 月至 2024 年 3 月期间在 Wysa 应用程序的 Google Play 页面上发布的 159 篇用户评论。然后采用主题分析法对收集到的数据进行开放式和归纳式编码:结果:从用户评论中发现了七大主题:"信任的环境能促进身心健康"、"无处不在的访问能提供实时支持"、"人工智能的局限性有损用户体验"、"Wysa 的感知有效性"、"希望有凝聚力和可预测的互动"、"人工智能中的人性受到欢迎 "以及 "用户界面需要改进"。这些主题突出了人工智能驱动的心理健康对话代理的优点和局限性:用户发现,Wysa 能有效地与用户建立紧密联系,鼓励他们使用该应用程序,并采取积极措施来恢复情绪和提升自我。然而,它的人工智能还需要一些改进,以提高用户的应用体验。研究结果有助于设计和实施更有效、更合乎道德、更符合用户需求的人工智能心理健康支持系统。
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