How AI can help solve mental healthcare’s response crisis

Since ChatGPT’s explosion in popularity, LLMs have become woven into nearly every aspect of daily life. People use LLMs to write their emails, make their grocery lists, and even ask for advice on personal matters. In fact, according to a recent study, ChatGPT may be the predominant provider of mental health support in the U.S. About half of respondents who use AI and have mental health challenges are turning to AI as a replacement therapist, and 90% cite accessibility as their primary driver for using the tech for this purpose.

Despite growing comfort with technology in mental health care, new research from our company reveals a critical disconnect between patients’ expectations for timely support and providers’ ability to respond. This divide underscores an urgent need for tech-driven solutions such as AI tools that close the gap in access and responsiveness. 

Mental Health Support in the U.S.: Expectations vs. Reality

According to the most recent data from the National Institute of Mental Health, close to a quarter of U.S. adults live with a mental health condition. Despite the prevalence of mental health diagnoses, the path to accessing care and treatment is often riddled with stumbling blocks. Timeliness is one of the most prominent challenges in this space. CallTrackingMetrics surveyed 1,000 Americans over the age of 18 and found that more than eight in ten expect mental health support within hours of reaching out for help, and 44% say they need help immediately.

These needs are starkly contrasted against the reality: One in five people who reach out for mental health support never hear back from the provider at all. Even with billions of dollars being poured into access expansion, response rates are still woefully inadequate. Those seeking mental health support are often in crisis, and the speed at which their concerns are addressed could literally be the difference between life and death.

There are a plethora of reasons why a mental health provider might be slow to respond. For many professionals, there is simply not enough time in the day to do everything that needs to be done. Most are doing their best to juggle heavy administrative burdens (dealing with insurance providers, completing extensive paperwork and documentation, handling scheduling and other similar tasks) while still delivering patient care in the midst of a provider shortage. But when someone in crisis reaches out for help, they don’t care how busy a provider is. They need a response then and there, without delay.

However, with the help of technology to bridge the gap, that one in five who don’t ever hear back after outreach can become none in five. CallTrackingMetrics’ data reveals growing public awareness of digital mental health resources, with 63% of participants indicating at least some knowledge of these technology-driven solutions. 

Additionally, more than half of respondents expressed willingness to use AI-based tools for symptom assessment prior to consulting with a healthcare provider. However, direct human interaction continues to be the preferred initial approach, as 44% of those surveyed indicated they would choose to speak with a live professional as their first course of action.

In light of the growing need for  mental health services, maintaining excellence in care quality and delivery is mission-critical, and technology can be the crucial missing connection point.  For example, AI tools with immediate and constant availability can help providers manage call volumes while upholding service standards. This frontline of AI allows providers to offload some of the administrative burden inherent in mental healthcare operations and focus more intently on their core objective: Helping people in crisis and saving lives. 

In a sector as delicate as mental healthcare, AI can help build patient trusts. The quicker mental health providers can build a meaningful rapport with someone seeking care, the quicker that care can be provided. AI can help accelerate this trust-building process by offering instant responses while maintaining uniformity in communication style and key messaging across all touchpoints. This reliable, cohesive experience strengthens the provider’s credibility and helps establish confidence among individuals seeking assistance.

The findings from our research paint a hopeful picture of the future that adeptly balances AI’s efficiency and scalability with the authentic compassion and specialized knowledge that only humans can provide. This hybrid approach will be essential to closing the gap in mental healthcare and ensuring people who need help not only get it, but get it in a timely manner.