Do people find more comfort in talking with chatbots than humans?

Faria Huq, a third-year student at Jagannath University, shared a post in a Facebook group where she stated that ChatGPT is better at responding to her vulnerable messages than humans. In the comment section of that post, many people agreed with her. Some even commented it is better than mental health counsellors. So, what is triggering is that technology has been shaping so many things in our lives, from daily activities to creative works. Now, it is doing the job of a listener, if not perfectly, but people enjoy it.

According to the World Health Organisation (WHO), about one in eight people in the world suffer from mental health conditions. Depression and anxiety are the most common. In many countries, especially developing countries like Bangladesh, there are not many mental health professionals to support everyone. In fact, up to 85 per cent of people in low- and middle-income countries do not get the treatment they need.

That's where chatbots are stepping in. These AI-powered companions are always here and ready to listen without any judgments.

Though they are not a replacement for a real person, for someone who is suffering and afraid to speak about their feelings for fear of judgment, these chatbots serve as a source of comfort in a noisy world.

The rise of emotional chatbots

Emotional chatbots are different from regular chatbots. Instead of just answering or giving answers, they are designed to listen, respond with kindness, and provide emotional support to their users. Apps like Tuli, Woebot, and Wysa are becoming popular.

These chatbots talk to their users as a friend would. They ask about their day, provide mental support, manage stress, and make their users less lonely.

"Technology can extend our ability to support people emotionally, but it should never replace the warmth of real human connection," said Dr. Alison Darcy, Founder of Woebot.

During the COVID-19 pandemic, people became more isolated and lonely than usual. That's when they turned to emotional chatbots. Many turned to them for daily conversation or mental support.

Why are people turning to chatbots?

There are several reasons why chatbots are getting popular.

Firstly, people find it easier to open up to a machine rather than a real person. A chatbot doesn't judge, interrupt, or react negatively like a real person.

Samia Rahman, a 22-year-old university student, says, "I like to talk to chatbots. I can tell them about any of my problems, but they never get annoyed or judge me. I don't feel embarrassed even when I am feeling low."

Secondly, emotional support is not always available. Even if it is, middle-and lower-class families cannot afford to send their children to therapy. Chatbots offer free and available alternatives that people can use anytime, anywhere.

Mental health benefits

While chatbots are not meant to replace human therapists, they can still improve mental well-being. Some chatbots are designed to use real psychological methods. For example, Woebot is based on Cognitive Behavioral Therapy (CBT), a proven method used by many psychologists to treat anxiety, depression, and stress.

A 2021 study in JMIR Formative Research showed that people who used a chatbot called Tess, which uses CBT, felt less anxious and depressed after using it for a few weeks.

Another 2021 study on the Youper app, also based on CBT, found that users felt better emotionally and had lower anxiety just after two weeks of regular use.

The risks of relying too much

Although chatbots offer many benefits, mental health experts warn about the potential risks. One primary concern is over-dependence. If someone relies too much on chatbots, they may avoid real-life relationships and lose human connection completely.

A TSC student counsellor who wants to stay anonymous says, "AI doesn't have any emotions. Though they are listening, they cannot feel what a person is going through. Real emotional connection comes from human interactions."

Another risk is privacy. Users may feel comfortable sharing sensitive information without knowing how their data is being stored and used.

Without proper regulation, there is a chance that a person's information could be misused.

How AI may help in the future

Despite these challenges, AI has strong potential in the mental health sector. Experts believe that AI and therapists can collaborate to identify early signs of serious mental health problems. For example, if a chatbot notices any signs of suicidal thoughts or clinical depression, it could suggest professional help.

With careful design, strong privacy, and ethical standards, chatbots can become the first line of support for people who would otherwise suffer in silence. Chatbots are becoming an essential part of our daily lives, offering comfort and support when we feel overwhelmed.

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