Effect of AI chatbot emotional disclosure on user satisfaction and reuse intention for mental health counseling: a serial mediation model

This study explored the effect of chatbot emotional disclosure on user satisfaction and reuse intention for a chatbot counseling service. It also examined the independent and sequential mediation roles of user emotional disclosure intention and perceived intimacy with a chatbot on the relationship between chatbot emotional disclosure, user satisfaction, and reuse intention for chatbot counseling. In total, 348 American adults were recruited to participate in a mental health counseling session with either of the two types of artificial intelligence-powered mental health counseling chatbots. These included a chatbot disclosing factual information only or a chatbot disclosing humanlike emotions. The results revealed that chatbot emotional disclosure significantly increased user satisfaction and reuse intention for a chatbot counseling service. The results further revealed that user emotional disclosure intention and perceived intimacy with a chatbot independently and serially mediates the effect of chatbot emotional disclosure on user satisfaction and chatbot counseling service reuse intention. The results indicate positive effects of artificial emotions and their disclosure in the context of chatbot moderated mental health counseling. Practical implications and psychological mechanisms are discussed.