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TruaceTracing the truth around AIWednesday, July 22, 2026
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TRV-2026-0391Certified recordPeer-reviewed

User perceptions and experiences of an AI-driven conversational agent for mental health support

Background: The increasing prevalence of artificial intelligence (AI)-driven mental health conversational agents necessitates a comprehensive understanding of user engagement and user perceptions of this technology. This study aims to fill the existing knowledge gap by focusing on Wysa, a commercially available mobile conversational agent designed to provide personalized mental health support. Methods: A total of 159 user reviews posted between January, 2020 and March, 2024, on the Wysa app's Google Play page we…

Health · The Trace — both readings · certified 2026-07-20 · v1 · article view · machine-readable

Current reading — gain

Users perceived Wysa as creating a trusting environment and providing ubiquitous real-time support that encouraged engagement and steps toward emotional resilience.

Current reading — problem

Users reported AI limitations, lack of cohesive and predictable interactions, and user interface issues that detracted from experience with Wysa.

What this doesn’t fix

Findings are based only on 159 Google Play reviews, limiting generalizability beyond that platform and self-selected reviewers.

Evidence

Reader signal

How should this claim be treated?

Cite this record

Truvace Impact Record TRV-2026-0391, v1: “User perceptions and experiences of an AI-driven conversational agent for mental health support.” Truvace, 2026-07-20. /record/TRV-2026-0391 (accessed at citation time). sha256 47c2821fcae7c88c…

Calibration history

Every change to this record since certification, in the open. None yet — the reading has held since it entered the record.

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