A Comparison of AI and Human-Driven Assistance on Help-Seeking Intention: The Mediating Role of Perceived Emotional Support

This between-subjects lab experimental design examined whether perceived emotional support mediated the relationship between types of emotional support providers and help-seeking intention. Sixty undergraduates, aged 19 to 24, reflected on and discussed a recent issue with either AI chatbots or humans. They completed the Perceived Emotional Support Scale and the General Help-Seeking Questionnaire. The first hypothesis that individuals who received emotional support from humans perceived greater emotional support than those receiving emotional support from AI chatbots, was not supported (r = -.22, 95% CI [-12.64, 1.11], p = .099). As hypothesized, perceived emotional support predicted help-seeking intention (r = .34, 95% CI [0.06, 0.37], p = .009). Perceived emotional support did not mediate the relationship between types of emotional support providers and help-seeking intention (BCa CI [-3.51, 0.11]); the third hypothesis was not supported. These findings may contribute to the integration of AI chatbots into support services.