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Seeking Emotional and Mental Health Support From Generative AI: Mixed-Methods Study of ChatGPT User Experiences
Xiaochen Luo1, Zixuan Wang2, Jacqueline L Tilley3
1Department of Counseling Psychology, Santa Clara University, 500 El Camino Real, Santa Clara, CA, 95053, United States, 1 408-551-1603.
JMIR Mental Health
|November 28, 2025
Summary
Generative artificial intelligence (GenAI) is increasingly used for mental health support, with most users finding it helpful for various emotional and psychosocial needs. Further research is needed to understand its impact and promote AI literacy.
Area of Science:
- Mental Health Technology
- Artificial Intelligence in Healthcare
- Human-Computer Interaction
Background:
- Generative artificial intelligence (GenAI) presents a novel, yet debated, tool for mental health applications.
- The integration of AI into mental health support raises questions about user experience and efficacy.
Purpose of the Study:
- To investigate the experiences of individuals utilizing ChatGPT (a GenAI model) for ongoing emotional and mental health support (EMS).
- To understand the motivations, emotional responses, and perceived helpfulness of using GenAI for mental health needs.
Main Methods:
- A global survey of 270 adult participants who regularly used ChatGPT for EMS.
- Quantitative assessment of usage frequency and helpfulness, alongside qualitative thematic analysis of therapeutic purposes and user experiences.
Main Results:
- Participants used ChatGPT for diverse needs, from clinical support (diagnosis, psychoeducation) to psychosocial well-being (companionship, guidance).
- Users reported a range of emotions and found ChatGPT generally helpful, citing emotional support, professionalism, and free expression as key benefits.
- Reported drawbacks included superficial emotional engagement and variable information quality.
Conclusions:
- GenAI is emerging as a popular self-help tool for mental health, blurring lines between formal care and informal support.
- Understanding the human-GenAI interaction dynamics is crucial for ethical implementation.
- Promoting AI literacy and ethical awareness is essential to maximize benefits and mitigate risks of GenAI in mental health.
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