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Cited by 26Digital Mental Health InterventionsSocial Robot Interaction and HRIAI in Service Interactions

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Intelligent Conversational Agents in Mental Healthcare Services: A Thematic Analysis of User Perceptions

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Ashish Prakash, Saini Das·2020·Pacific Asia journal of the Association for Information Systems
DOI 10.17705/1pais.12201
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Abstract

Background: The emerging Artificial Intelligence (AI) based Conversational Agents (CA) capable of delivering evidence-based psychotherapy presents a unique opportunity to solve longstanding issues such as social stigma and demand-supply imbalance associated with traditional mental health care services. However, the emerging literature points to several socio-ethical challenges which may act as inhibitors to the adoption in the minds of the consumers. We also observe a paucity of research focusing on determinants of adoption and use of AI-based CAs in mental healthcare. In this setting, this study aims to understand the factors influencing the adoption and use of Intelligent CAs in mental healthcare by examining the perceptions of actual users. Method: The study followed a qualitative approach based on netnography and used a rigorous iterative thematic analysis of publicly available user reviews of popular mental health chatbots to develop a comprehensive framework of factors influencing the user’s decision to adopt mental healthcare CA. Results: We developed a comprehensive thematic map comprising of four main themes, namely, perceived risk, perceived benefits, trust, and perceived anthropomorphism, along with its 12 constituent subthemes that provides a visualization of the factors that govern the user’s adoption and use of mental healthcare CA. Conclusions: Insights from our research could guide future research on mental healthcare CA use behavior. Additionally, it could also aid designers in framing better design decisions that meet consumer expectations. Our research could also guide healthcare policymakers and regulators in integrating this technology into formal healthcare delivery systems. Available at: https://aisel.aisnet.org/pajais/vol12/iss2/1/

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Metadata

Authors
Prakash, A., & Das, S.
Affiliations
Indian Institute of Technology Kharagpur (IN)
Corresponding author
Ashish Prakash
ORCID
Ashish Prakash
Venue
Pacific Asia journal of the Association for Information Systems
Publisher
Association for Information Systems
Published
2020-06-30
Volume
12
ISSN
  • 1943-7536 (ISSN-L)
  • 1943-7544
DOI
10.17705/1pais.12201
OpenAlex
W3037258793
Cited by
26
References
5
Citations by year
2026: 3 · 2025: 5 · 2024: 4 · 2023: 2 · 2022: 4 · 2021: 8
Type
paratext
Language
en
Open access
Locations
Pacific Asia journal of the Association for Information Systems (publishedVersion)
Topics
  • Social Sciences › Psychology › Applied Psychology › Digital Mental Health Interventions
  • Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Keywords
chatbots, mental health chatbots, artificial intelligence adoption, technology adoption factors, user perception, risk perception, perceived benefits, trust, anthropomorphism, evidence-based psychotherapy, access to mental health care, online reviews

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Prakash, A., & Das, S. (2020). Intelligent Conversational Agents in Mental Healthcare Services: A Thematic Analysis of User Perceptions. Pacific Asia journal of the Association for Information Systems. https://doi.org/10.17705/1pais.12201