Acceptability of a Conversational Agent-led Digital Program for Anxiety: A Mixed-Methods Study of Patient Perspectives

As anxiety and depression surge worldwide, traditional mental health services struggle to meet growing demand. Digital Mental Health Interventions (DMHIs) provide a convenient and cost-effective way to support people, but keeping users engaged remains a challenge. ieso's Digital Program integrated an AI-driven conversational agent to deliver evidence-based support for users with generalized anxiety symptoms, and combined this with human support, to enhance engagement. This study explored how patients with anxiety recruited into our recent UK trial experienced the ieso Digital Program, focusing on whether they found it acceptable, engaging, and easy to use. 

To gather patient insights, researchers used two methods:

1. questionnaires completed by 203 participants after using the program for 6 to 9 weeks; and
2. in-depth interviews conducted before and after the program with a smaller group of 21 participants, to understand their expectations and experiences.

The findings are promising — most participants found the program easy to use, engaging, and helpful in improving their mental health:

• 84% found the program rewarding
• 81% found the program enhanced their care
• 91% found the app quick to learn to use

Participants appreciated the convenience, structured approach, and access to human support. Many were motivated to continue because they could feel their mental health improving. However, some users wanted more personalization and more natural conversations with the digital guide.

Overall, the study highlights the potential and preliminary acceptability of AI-driven mental health support, while emphasizing the need for further improvements to meet patient needs. Integrating a structured program led by a conversational agent with human support offers an innovative care model to improve widespread adoption and effectiveness of DMHIs.

By refining these tools, we can make digital mental health care more effective, accessible, and engaging for those who need it.

Read the full paper here.