The Role of Perceived Emotional Support in AI Mental Health Chatbots among Generation Z
Keywords:
Mental Health, Perceived Emotional Support, Perceived Empathy, AI Companionship, Emotional Well-BeingAbstract
Artificial Intelligence (AI) mental health chatbots are increasingly used by Generation Z as a source of emotional support and digital companionship. The growing interaction between users and AI systems has raised questions regarding the ability of AI chatbots to provide empathetic communication and contribute to users’ emotional well-being. This study aims to examine the role of perceived emotional support and perceived empathy in AI mental health chatbots on AI companionship and emotional well-being among Generation Z users. This study employed a quantitative approach using survey data collected from 160 Generation Z respondents who had experience using AI mental health chatbots. Data were analyzed using Structural Equation Modeling Partial Least Squares (SEM-PLS) to evaluate the relationships among variables. The findings indicate that perceived emotional support and perceived empathy positively influence AI companionship. Furthermore, AI companionship significantly contributes to emotional well-being. The results also show that perceived emotional support and perceived empathy have direct positive effects on emotional well-being among Generation Z users. AI mental health chatbots have the potential to provide emotionally supportive and empathetic interactions that enhance users’ emotional well-being. The study highlights the importance of integrating human-centered and empathetic features into AI systems to support psychological well-being in digital healthcare environments.
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Copyright (c) 2026 Mardiana, Ossi Ferli, Henderi, Evelyn Anderson, Alni Cahyani
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