An evaluation of the use of automated chatbots within one psychological therapy and counselling service

Mutale, G ORCID: https://orcid.org/0000-0002-7743-2675, Karanika‐Murray, M, Bailey, D ORCID: https://orcid.org/0000-0001-5823-7746, Brown, S ORCID: https://orcid.org/0000-0001-7841-3225, Repper, D and Anstiss, T, 2026. An evaluation of the use of automated chatbots within one psychological therapy and counselling service. Counselling and Psychotherapy Research, 26 (1): e70085. ISSN 1473-3145

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Abstract

Objectives: This study evaluated the effectiveness of the use of automated chatbots within one NHS Talking Therapies provider. Two chatbots were designed and piloted: 1) To help prepare patients for therapy 2) To provide solution-based coaching to patients regarding a problem or concern. This study aimed to evaluate the effectiveness of the use of these chatbots in the NHS Talking Therapies service.

Methods: The chatbots were made available to patients (N =4329) who had been referred for therapy and were waiting for their first assessment. Data from a control group of patients (N=4333) who did not use a chatbot were also analysed. The evaluation adopted a mixed methods approach to capture data relating to the conversations had by patients with the chatbot, feedback regarding satisfaction with its use, data relating to patient attendance and standardised outcome measures relating to patients’ improvements in anxiety and depression.

Results: Qualitative data showed that the chatbots were received positively by patients who gave feedback. Quantitative data showed non-attendance was significantly lower in the control group (p ≤ .001), cancellations were significantly lower in the control group (p ≤ .001) but days spent in therapy was significantly higher in the chatbot groups (p ≤ .001). All groups saw significant improvements in their GAD-7 (p = .000 )and PHQ-9 (p = .000) scores.

Conclusions: In NHS Talking Therapy services waiting times have been problematic thus chatbots can be a useful tool to assist patient engagement while they wait for their appointment. Therefore, they have the potential to reduce anxiety, frustration or disappointment in patients who are unable to wait for too long and may drop out before they start therapy.

Item Type:	Journal article
Publication Title:	Counselling and Psychotherapy Research
Creators:	Mutale, G., Karanika‐Murray, M., Bailey, D., Brown, S., Repper, D. and Anstiss, T.
Publisher:	Wiley
Date:	March 2026
Volume:	26
Number:	1
ISSN:	1473-3145
Identifiers:	Number Type 10.1002/capr.70085 DOI 2565604 Other
Rights:	This is the peer reviewed version of the following article: Mutale, G., Karanika-Murray, M., Bailey, D., Brown, S., Repper, D., & Anstiss, T. (2026). An Evaluation of the Use of Automated Chatbots Within One Psychological Therapy and Counselling Service. Counselling and Psychotherapy Research, 26, no. 1: e70085 which has been published in final form at: https://doi.org/10.1002/capr.70085 This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Use of Self-Archived Versions. This article may not be enhanced, enriched or otherwise transformed into a derivative work, without express permission from Wiley or by statutory rights under applicable legislation. Copyright notices must not be removed, obscured or modified. The article must be linked to Wiley’s version of record on Wiley Online Library and any embedding, framing or otherwise making available the article or pages thereof by third parties from platforms, services and websites other than Wiley Online Library must be prohibited.
Divisions:	Schools > Nottingham Business School Schools > School of Social Sciences
Record created by:	Laura Borcherds
Date Added:	29 Jan 2026 16:38
Last Modified:	29 Jan 2026 16:38
URI:	https://irep.ntu.ac.uk/id/eprint/55155

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