With mental health waitlists at record highs and many struggling to access affordable therapy, some are turning to AI chatbots for support.
Kelly, who waited months for NHS therapy, found solace in character.ai bots, describing them as always available, judgment-free companions. ‘It was like a cheerleader,’ she says, noting how bots helped her cope with anxiety and heartbreak.
But despite emotional benefits for some, AI chatbots are not without serious risks. Character.ai is facing a lawsuit from the mother of a 14-year-old who died by suicide after reportedly forming a harmful relationship with an AI character.
Other bots, like one from the National Eating Disorder Association, were shut down after giving dangerous advice.
Even so, demand is high. In April 2024 alone, 426,000 mental health referrals were made in England, and over a million people are still waiting for care. Apps like Wysa, used by 30 NHS services, aim to fill the gap by offering CBT-based self-help tools and crisis support.
Experts warn, however, that chatbots lack context, emotional intuition, and safeguarding. Professor Hamed Haddadi calls them ‘inexperienced therapists’ that may agree too easily or misunderstand users.
Ethicists like Dr Paula Boddington point to bias and cultural gaps in the AI training data. And privacy is a looming concern: ‘You’re not entirely sure how your data is being used,’ says psychologist Ian MacRae.
Still, users like Nicholas, who lives with autism and depression, say AI has helped when no one else was available. ‘It was so empathetic,’ he recalls, describing how Wysa comforted him during a night of crisis.
A Dartmouth study found AI users saw a 51% drop in depressive symptoms, but even its authors stress bots can’t replace human therapists. Most experts agree AI tools may serve as temporary relief or early intervention—but not as long-term substitutes.
As John, another user, puts it: ‘It’s a stopgap. When nothing else is there, you clutch at straws.’
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