Preferences for Al Functionalities in Emotional Counselling among Youth and Young Adults
Background
Counselling services enhanced by artificial intelligence (Al) functionalities are a potentially scalable solution to meet foreseeable increased mental health needs among youth and young adults (YYAs; 10-35-year-olds). However, a principal contributor to YYAs' mental health treatment gap is their low demand for mental healthcare. Clarifying their needs, concerns, and desires regarding. Al-integrated counselling is imperative for developing services that they will likely use.
Methods
Preferences for specific forms of Al-enhanced counselling and the underlying reasons were assessed in a population-representative survey (Study 1; N=1,500) and a two-wave panel survey on users of a 24/7 synchronous text-based emotional counselling service (Study 2; N=413). Logistic regressions identified factors associated with these preferences, and, in Study 2, examined whether attitude changes predicted preference shifts over time.
Results
Receptiveness to Al-enhanced counselling was 39.0% in Study 1 and 250.9% in Study 2. Al's potential to shorten waiting times and informational utility were the most frequently cited reasons for acceptance. Scepticism regarding Al's capacity to understand emotions and to listen attentively were the chief reasons for reluctance; attitude changes on these points were associated with shifts in preference among service users. No notable gender differences emerged.
Discussion
Al-enabled counselling will not appeal uniformly to all youth and young adults; substantial heterogeneity exists in their perceptions, expectations, and concerns. Ongoing dialogue between service providers and the YYAs can clarify those expectations and help reduce scepticism about Al functionalities in counselling.