AI in Counselling: Perceptions on Human vs AI Generated Chat Counselling

The rapid development of counselling began after World War II. Meanwhile, texting services became available in the 1980s. Texting has been widely applied in both health area and mental health areas. A chatbot is a specific type of artificial intelligence (AI) that can have conversations with humans through texting. The combination of counselling and texting is known as chat counselling. The effectiveness of chatbots in alleviating psychological symptoms was supported by scientific research. Nonetheless, people hold different perceptions towards chatbots. Some common factors in counselling, including empathy and warmth, were also important in evaluating AI chatbots. Other important factors included acceptability, satisfaction and trust. The current study is the first to use AI as a counsellor. This study investigates people’s perceptions of human and AI counsellors (ChatGPT) and whether people can differentiate between human and AI. Participants needed to rate the counsellors in three scenarios: the original scenario taken from a training book, the human counsellor scenario generated from a text conversation with a human counsellor and the AI counsellor scenario produced by texting with ChatGPT, which acts as the counsellor. Prompts used to generate conversation with ChatGPT are included. The dialogues were parts of the conversations containing similar client responses and were presented using the WhatsApp interface. Questionnaires were delivered both online and in paper form. Results demonstrated that people’s ratings of human counsellors and AI counsellors did not differ in perceived empathy, acceptability, and satisfaction. While the warmth and trustworthiness of AI counsellors were perceived to be higher than those of human counsellors. On the other hand, people were unable to differentiate between human and AI counsellors in uncertain conditions. Younger people and the general population are more accurate in identifying between humans and AI, while people above 40 and psychologists or counsellors are less capable of doing so. The current study supports the potential of utilising ChatGPT in counselling. Having people experience and evaluate real chat counselling with human and AI counsellors can potentially eliminate some limitations of the current studies. Future studies can investigate how prior knowledge contributes to AI detection and examine AI counsellors' efficiency in longitudinal studies