Why are we turning to AI for mental health support?

As AI becomes part of everyday life, its role in mental health is growing – but trust in it is not. What does that mean for how we seek support?

Artificial intelligence (AI) is becoming part of everyday life. In the UK, ChatGPT users have more than doubled in a year – rising from 6.5 million in September 2024 to 16 million in September 2025. Around two-thirds (66%) of users say they have used it to ask questions about their health and wellbeing.

But when it comes to mental health, the picture looks very different.

A new YouGov survey commissioned by Counselling Directory found that 59% of UK adults say they would never use an AI chatbot to talk about their mental health. Among those aged 55 and over, that rises to 73%.

So while AI use is growing, most of us still are not willing to rely on it for emotional support. This raises an important question: if we do not trust AI with our mental health, why are we still turning to it in the first place?

Is AI a safe place for mental health advice?

AI tools can process huge amounts of information quickly, but they do not always get it right, especially when it comes to complex topics like mental health.

‘AI hallucinations’ (when AI generates false, inaccurate, or nonsensical information) can lead to false or misleading information being confidently presented as fact. This can include fabricated research, incorrect statistics, or unsafe health advice delivered with confidence.

Research analysing more than 3,000 responses across leading AI tools found that 45% contained at least one significant issue. Around one in five (20%) included major inaccuracies, such as hallucinated or outdated information, while 31% had serious sourcing problems.

It is not just the technology itself that creates risk – it is how we interpret what it tells us. One study found that while AI tools could correctly identify medical conditions in 95% of cases, people using those same tools identified conditions correctly just 35% of the time.

Without the context, training, or opportunity to ask follow-up questions, it can be difficult to apply AI-generated information safely to real-life situations. Despite this, our relationship with AI is not straightforward. While many of us are using it, most still draw a clear line when it comes to mental health support.

Why are people using AI for mental health support?

So if trust isn’t the reason, what is drawing people to AI for mental health support? New survey results conducted by YouGov on behalf of Counselling Directory reveal a few key factors behind the shift.

Immediate access and cost

Speed and accessibility play a significant role. Immediate access (22%) and cost (20%) were cited as key reasons people would turn to AI. 

According to a recent Ipsos report on how healthcare in the UK is being reshaped, while 81% of people say they trust the NHS as a source of information, nearly 80% also believe the system is overstretched. As a result, 69% say they look up health information themselves rather than relying solely on a doctor.

There is also widespread uncertainty around the cost of therapy. One in 10 (10%) people believe sessions cost more than £100, while more than one in five (22%) are unsure of the cost altogether.

In reality, the average cost of a session is £60.60, based on pricing information from therapist profiles listed on Counselling Directory, with many therapists offering lower-cost options. This gap in understanding may be pushing people towards more immediate, low-cost alternatives like AI.

Fear of judgement and stigma

Emotional barriers can also play a role. According to Counselling Directory’s survey, 22% of people do not seek help because they feel their problems are not ‘serious enough’. Others worry about judgement, embarrassment, or being a burden to those around them.

For some, AI can feel like a safer option. Around 17% say they would use AI because it feels less embarrassing, while 16.4% value the anonymity it offers. A further 14% say they do not want to burden loved ones with their concerns.

For people who find it difficult to open up, typing thoughts into a chatbot can feel like a lower-pressure starting point – even if it is not their preferred form of support.

Where are we turning for support?

Despite the rise of AI, most people still rely on human connection.

Counselling Directory’s survey results show that friends (35%), family (33%), and partners (32%) are the most common sources of support. However, nearly one in four (24%) say they deal with things alone when they feel low. Just 11% turn to a GP or medical professional, and only 7% seek support from a therapist or counsellor.

This suggests the issue is not just about AI – it is about access, awareness, and confidence in seeking support more broadly.

Counselling Directory member and accredited psychotherapist Debbie Keenan, Doctor (Ongoing), MA, PGDip CBT, MBACP (Senior Accred), EMDR, says these findings reflect a growing issue around isolation and emotional overwhelm.

“These findings highlight a growing concern that many adults in the UK are trying to navigate loneliness and emotional stress entirely on their own. While independence is often seen as a strength, prolonged isolation can increase the risk of anxiety, depression and even physical health issues. At our core, we are social beings who thrive on connection, warmth and support.”

Keenan adds that pressure from work, social media, and limited access to mental health support may also leave people feeling less equipped to manage difficult emotions alone.

Why human connection still matters

Even in a digital world, human connection remains central to our wellbeing.

Counselling Directory’s survey found that 80% of people prefer face-to-face communication. Around 50% of UK adults said they would hesitate to use AI because it lacks empathy, while 47% would simply rather speak to another person.

Keenan says these findings are a reminder that connection plays a vital role in wellbeing. 

“These findings are a clear reminder that reaching out, connecting with others, and seeking support isn’t optional, it’s essential for staying resilient and healthy.”

Human support offers something AI cannot fully replicate: understanding shaped by context, experience, and emotional nuance. It also allows for gentle challenge, helping people explore their thoughts in a deeper and more meaningful way.

Feeling connected to others can play an important role in both mental and physical wellbeing, helping to reduce feelings of loneliness, stress, and depression.

Can AI replace therapy?

AI may have a place in mental health support, but it is not a substitute for therapy. For some, it can be a useful first step – a way to put thoughts into words, understand feelings, or access general mental health information quickly, especially when support feels out of reach.

However, AI has clear limitations. It cannot fully understand personal context or lived experience, and it may reinforce existing thoughts rather than helping people to question or reframe them.

Because of this, AI is best seen as a starting point rather than a solution. It’s a tool for reflection and signposting, not a replacement for professional or human support.

Accessibility and trust

When we look at the bigger picture, a clearer story emerges. The growing use of AI is less about trust and more about accessibility.

Barriers such as long waiting times, cost concerns, stigma, and uncertainty about where to start can all make it harder to seek help. At the same time, complex or overly technical health information can leave people feeling confused or discouraged.

Improving access to clear, supportive, and easy-to-understand information – alongside increasing awareness of available options – could help more people feel confident taking that first step.

Should we use AI to support our mental health? 

AI can offer speed, convenience, and a sense of immediacy. But when it comes to mental health, it cannot replace the value of being heard, understood, and supported by another person.

For some, it may act as a helpful starting point – a way to explore thoughts or find information in the moment. But it’s important to fact-check what you read and, where possible, reach out to a trusted source of support, such as a GP, therapist, or someone you feel comfortable talking to.

Because while technology can provide answers, meaningful support often comes from connection. And when it comes to our mental health, feeling seen, heard, and understood by another person can make all the difference.