The Importance of Human Connection in Digital Mental Health Tools

Recent research from the University of Reading underscores the significance of maintaining human elements within digital mental health platforms. Despite the increasing use of automated and scripted online interviews to assess mental well-being, findings reveal that interactions involving a real person—whether semi-scripted or fully scripted—evoke greater feelings of empathy and emotional engagement from participants. The study, published in PLOS One, involved 75 individuals participating in three distinct types of online interviews about their mental health: one with a semi-scripted live interviewer, another with a fully scripted live interviewer, and a third using entirely pre-recorded automated videos. Results indicated that participants perceived live interviewers as notably more empathetic, with facial expression analysis demonstrating higher joy levels during these sessions. Dr. Thomas Nyman, lead researcher, emphasizes that the presence of a genuine human, even when following a script, makes a meaningful difference. As digital mental health services evolve, blending automation with human interaction—creating hybrid models—may offer the most effective approach. This research suggests that future AI-driven tools should focus on replicating essential human qualities like empathy, flexibility, and presence to better meet users’ emotional needs, paving the way for more compassionate and effective digital mental health solutions.