Real-World Engagement With a Generative AI Conversational Agent for Mental Health Support: Retrospective Descriptive...

Generative artificial intelligence (GenAI) conversational agents are increasingly integrated within digital mental health interventions (DMHIs). However, empirical data on real-world engagement, usage patterns, and satisfaction with GenAI conversational agents remain limited.

This study examined real-world engagement among users who interacted with the GenAI conversational agent within Mental, a DMHI designed to support mental health. We aimed to (1) characterize users engaging with Mental's GenAI conversational agent, (2) examine real-world usage patterns, (3) examine satisfaction and user feedback following sessions, and (4) explore preliminary predictors of engagement with Mental's GenAI conversational agent.

This retrospective study analyzed naturalistic user data from 5082 paid subscribers who engaged with Mental's GenAI conversational agent between October 2024 and March 2026. Users' onboarding characteristics (ie, sex, mindset, distress level, desire for greater discipline, and primary stressors) and session satisfaction were collected via optional app-native items; session-level engagement metrics were captured through backend app usage data. Descriptive statistics were used to characterize user demographics and usage patterns. Session satisfaction was compared across temporal engagement variables using ANOVAs and independent-samples t tests. As an exploratory aim, session-level mixed-effects logistic regression was used to estimate predictors of session-to-session return, with session satisfaction as the primary predictor and moderation by self-reported mindset.

Among users reporting onboarding data, 78.8% (2610/3312) identified as male and 90.0% (2667/2964) reported moderate-to-high distress on an app-native item. A total of 59,602 sessions were recorded (mean 11.8 sessions per user), most frequently occurring in the evening (17,206/59,602, 28.9%) and outside traditional business hours (37,181/59,602, 62.4%). Mean session satisfaction was high (mean 4.5, SD 0.9) and did not differ by time of day or day of the week. The most commonly selected session descriptors were "Insightful" (9236/19,883, 46.5%), "Felt seen" (7974/19,883, 40.1%), and "Good advice" (7510/19,883, 37.8%). The session-to-session return rate was 92.6%, and 69.4% (3528/5082) of users returned after their first session. In an exploratory analysis, session satisfaction was a significant predictor of return (odds ratio 1.35, 95% CI 1.14-1.60; P<.001), although this finding should be interpreted as hypothesis-generating.

Users engaged with a GenAI conversational agent within the Mental app outside of traditional care hours and presented with high return rates. Objective behavioral engagement data (eg, session frequency, timing, and session-to-session return rate) provide novel evidence that GenAI conversational agents may sustain real-world engagement, including among individuals who face barriers to traditional mental health services. Future research should determine whether these engagement patterns translate into clinically meaningful outcomes.