The Paradox of Illusory Accessibility: A Grounded Theory Literature Review of Mental Health Chatbots

Authors

  • Nadilah Nur Salsabilah Universitas Pembangunan Nasional "Veteran" Jawa Timur, Indonesia
  • Septia Tsabitha Nabila Universitas Pembangunan Nasional "Veteran" Jawa Timur, Indonesia
  • Najwa Nisrina Universitas Pembangunan Nasional "Veteran" Jawa Timur, Indonesia

DOI:

https://doi.org/10.51903/bkfw4v93

Keywords:

Mental Health, Chatbot, Artificial Intelligence, GLTR, Digital Ethics

Abstract

The advancement of artificial intelligence (AI) technologies has introduced new opportunities in mental health care, particularly through text-based chatbots. While these systems are praised as scalable and accessible tools for immediate emotional support, a comprehensive understanding of their clinical validity and ethical challenges remains fragmented. This study aims to critically review the literature to map developments, evaluate effectiveness, and identify key challenges of mental health chatbots. Using the Grounded Theory Literature Review (GTLR) methodology, 111 peer-reviewed articles published between 2020 and 2025 were analyzed. The synthesis identifies a core category termed the "Paradox of Illusory Accessibility". Findings indicate that while chatbots successfully democratize access quantitatively, their reported effectiveness is often biased by the dominance of young user demographics (digital natives) and the "Digital Placebo" mechanism, rather than substantive clinical depth. Furthermore, the analysis reveals systemic weaknesses in the form of "Digital Dead-Ends", where chatbots frequently fail to manage high-risk crisis situations, alongside concerns regarding the commodification of emotional data that threaten user privacy. The study concludes that the narrative of chatbots as therapist replacements is premature. The most ethical and effective role for this technology is as a "Triage Assistant" integrated into a stepped-care model, under strict oversight of the bioethical principle primum non nocere. A strong multidisciplinary approach bridging psychology, computer science, and ethics is essential to ensure these interventions are safe.

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2026-01-15

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Vol. 5 No. 1 (2026): January: Jurnal Ilmiah Sistem Informasi

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