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“In the next couple of decades, we will be able to do things that would have seemed like magic to our grandparents.” Sam Altman, founder of OpenAI, the company behind ChatGPT.
It wasn’t that long ago that artificial intelligence was simply being talked about as a promising new technology on the horizon. But that all changed with the launch of ChatGPT.
While chatbots have been around since as early as the 1960’s, it wasn’t until ChatGPT burst onto the scene that things really got interesting. The capabilities of the tool and its keen ability to mimic human conversation, quickly leading its popularity to soar.
Since that moment, big names including Microsoft, Meta and Google, have all entered the ring, vying for a piece of the action.
What we’re now seeing is artificial intelligence gradually find its way into every corner of daily life. From clever tools like Microsoft Copilot Pro, which can help accelerate efficiency and save time and money for businesses, to virtual assistants like Alexa and Siri, wearable devices and smart phones, and all the other technology being designed to help make our lives easier.
Here, we’re going to focus on one of the areas where AI is having a growing – and perhaps surprising – impact…. the rise of therapy chatbots.
AI and mental health support
As a team, here at Dragon IS, we are passionate about technology and AI is naturally something we’re hugely excited about. 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, so turned to ChatGPT. Gladly, they were pointed in the direction of the in-person help they so desperately needed, but it raises some important questions about AI and it’s abilities.
A quick search reveals that chatbots are rising in popularity in this space. One called Psychologist, described as “someone who helps with life difficulties”, now has a reported 3.5 million visitors daily, with mental health helpers called Therapist and Are you feeling ok? also being popular.
Last year, Limbic Access, which can help triage patients, 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 are hotly debated.
What are therapy chatbots?
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 amongst young people.
A recent Uswitch survey revealed that nearly 70% of 18-34s prefer a text to a phone call. A quarter adding 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, being those aged 16-24 years old. While around 1 in 10 workers also say they feel lonely at work, often or always.
With Chatbots there are no language or geographical barriers, with users able to access them from anywhere with an internet connection, 24/7, 365 days a year. For individuals who may hesitate to seek face-to-face therapy due to embarrassment or stigma, they could be viewed as a discreet solution.
But are they safe?
While in theory chatbots may provide an answer to certain issues, there are many concerns being raised over their use.
Psychologists have warned that AI bots may give poor advice or have ingrained biases.
Another significant concern is something called “therapeutic misconception”, whereby users may mistakenly believe that chatbots designed for support and sign posting 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, and 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.
Over-reliance on chatbots could also delay someone seeking professional help when it’s needed. While solely relying on a chatbot may risk further isolating individuals.
How are businesses using therapy chatbots?
Something that jumped out to us during our research is the way businesses are starting to explore potential applications too. For example, the integration of therapy chatbots within existing platforms, such as employee wellness apps or customer support systems to provide even more personalised support. AI being seen as a convenient and scalable solution.
In summary
Therapy chatbots are yet another example of the way AI is becoming integrated within all areas of both our personal and professional lives. And that isn’t without its challenges.
While chatbots can offer valuable support, they should complement—not replace—human therapists. There are also some genuine concerns yet to be addressed around the quality of the advice given, privacy, and ensuring professional human support is also in place.
But it’s definitely an exciting time right now in the world of AI and we will continue to watch closely how the technology and its applications progress.
While ChatGPT and other chatbots might provide comfort, they are no substitute for professional help. If you’re struggling, consider reach out to a human friend, colleague, mental health professional, or one of the many support services.
If you need a safe space to talk, you can speak with the Samaritans on 116 123, or find guidance and emotional support through charity Sane’s Textcare and SANEline services.
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