When the social becomes non-human: Young people's perception of social support in chatbots

Abstract

Although social support is important for health and well-being, many young people are hesitant to reach out for support. The emerging uptake of chatbots for social and emotional purposes entails opportunities and concerns regarding non-human agents as sources of social support. To explore this, we invited 16 participants (16-21 years) to use and refect on chatbots as sources of social support. Our participants frst interacted with a chatbot for mental health (Woebot) for two weeks. Next, they participated in individual in-depth interviews. As part of the interview session, they were presented with a chatbot prototype providing information to young people. Two months later, the participants reported on their continued use of Woebot. Our fndings provide in-depth knowledge about how young people may experience various types of social support-appraisal, informational, emotional, and instrumental support-from chatbots. We summarize implications for theory, practice, and future research.