The use of Artificial Intelligence (AI) in workplaces, public services and charities is developing rapidly. New tools are being introduced to support everything from administration to service delivery. As AI becomes used more frequently in daily life, mental health charities are considering how this technology might be used safely, ethically, and effectively. 

We have been working with our member organisations to better understand their approaches to AI and how they are ensuring that innovation does not come at the cost of delivering high-quality services. 

But we wanted to understand the experiences that lie on the other side of service delivery. What does AI-powered support mean for those of us who experience mental ill-health? Can AI really help us when we’re at our lowest, in crisis, on a waiting list or feeling like there’s nowhere to turn?  

So, we asked people with lived experience of mental ill-health what they really think about AI platforms and the use of AI in mental health charities. 

Most people we spoke to had sought help from an AI platform for their mental health or wellbeing. 

At first glance, this might suggest that people are choosing AI over more traditional support. However, people with lived experience revealed a more complex picture. What stood out was that people are not simply turning to AI because it is their preference. Many people are using it because it is available when other forms of support are not. 

“Mental health charities are often stretched, so having AI tools that can offer immediate responses, basic guidance, and signposting means more people can get help when they need it—not just during office hours.” – Person with lived experience 

People with lived experience told us that they turn to AI platforms for support for 5 key reasons.  

1. AI is fast to respond, and always available.  Unlike most mental health services, AI platforms are available 24 hours a day, seven days a week. They can provide immediate responses at times when people may be struggling or unable to access professional support. 

2. AI platforms are convenient, with many people with lived experience describing how AI can be accessed from home, without appointments, referrals, or waiting lists. 

3. Many AI tools are free or low-cost to use, creating an easier option for people who may face barriers to accessing other forms of support.  

4. AI tools are perceived to be non-judgemental. Some people felt more comfortable discussing distressing experiences with AI tools, and for those worried about stigma or escalation, this can make it easier to disclose difficult feelings. 

5. AI offers practical support, such as helping people organise their thoughts, providing information about mental health conditions, or suggesting coping strategies. For some, these tools can act as an accessible first step towards getting help.  

What do these 5 reflections tell us about the current state of mental health services? 

“I fear people use AI because services are inadequate and feel the solution should be to improve community mental health support, and not to expect people to seek support from a technology. It’s frightening.” – Person with lived experience 

This shines a spotlight on an important theme that ran throughout the stories of people with lived experience. Whilst people recognised the accessibility and immediacy of AI, they did not necessarily see it as a replacement for human support. Instead, they viewed it as something people turn to when other options feel unavailable, inaccessible, or overstretched. 

A legacy of a stretched mental health system weaves through these responses, where capacity fails to meet demand. Long waiting times and high thresholds for support have long meant that some people only get statutory support when they reach crisis, if at all. Now, we’re starting to see where AI tools begin to fit into the support pathway. 

These lived experience insights raise an important question for mental health charities and policymakers.  How can we build a mental health system which can deliver these 5 qualities – where people can receive support which is timely, convenient, and non-judgemental? 

Understanding why people use AI is important. But the bigger challenge is understanding what unmet needs this technology is currently filling.  
 
As AI continues to evolve, mental health charities must ensure that conversations about innovation do not distract from the need for accessible, high-quality human support. While AI may offer some benefits, many people still want something that technology cannot provide: meaningful human connection. 

*Lived experience insights are based on responses from 24 people with lived experience of mental ill-health. 

Read blogs on the future of AI in mental health charities by our members Anxiety UK and Everyturn Mental Health.