How LGBTQ+ people use LLM chatbots for mental health support

2023 - 2024
LLM Mental Health Support Project

Study context

People use chatbots such as Replika and Character.ai for companionship, reflection, and advice. We studied these uses with particular attention to LGBTQ+ people, who may also use the systems to explore identity or discuss experiences of discrimination.

Replika Chatbot Interface Example 1 Replika Chatbot Interface Example 2

Research questions

  • What kinds of support do users seek from LLM chatbots?
  • How do LGBTQ+ users' goals and experiences differ from those of other users?
  • Where do chatbot responses fail to address LGBTQ+-specific needs?
120

Reddit posts analyzed, containing 2,917 comments

31

In-depth interviews conducted (18 LGBTQ+, 13 non-LGBTQ+)

My role

I formulated the research questions and led data collection, interviews, coding, and analysis. Co-authors contributed to the interview protocol, codebook validation, and papers; senior advisors provided methodological guidance.

Methods and results

Methods

Online Ethnography

Analyzed 120 posts and 2,917 comments from the r/Replika subreddit to identify user needs, patterns, and emotional outcomes.

In-Depth Interviews

Conducted 31 interviews (18 LGBTQ+, 13 non-LGBTQ+) to explore diverse user goals and experiences with AI chatbots.

Analysis

We used open coding and thematic analysis. The study received IRB approval, and reported data were anonymized.

Findings

  • Participants described companionship, reduced loneliness, and opportunities to rehearse social interactions
  • LGBTQ+ users used chatbots to explore identity, rehearse coming out, and process discrimination
  • Risks included emotional over-reliance, inappropriate advice, and stigma around AI companionship

Publications

  • AMIA 2023 Best Student Paper Finalist
  • CHI 2024 paper on LGBTQ+ users' experiences

Related Publications

Understanding the benefits and challenges of using large language model-based conversational agents for mental well-being support

Zilin Ma, Yiyang Mei, Zhaoyuan Su

AMIA Annual Symposium Proceedings 2023 ยท Best Student Paper Finalist

Paper

Evaluating the Experience of LGBTQ+ People Using Large Language Model Based Chatbots for Mental Health Support

Zilin Ma, Yiyang Mei, Yinru Long, Zhaoyuan Su, Krzysztof Z. Gajos

Proceedings of the CHI Conference on Human Factors in Computing Systems, 2024

Paper