Employers Are Offering a New Worker Benefit: Wellness Chatbots

More workers feeling anxious, stressed or blue have a new place to go for mental-health help: a digital app. Chatbots that hold therapist-like conversations and wellness apps that deliver depression and other diagnoses or identify people at risk of self-harm are snowballing across employers' healthcare benefits. From a report: "The demand for counselors is huge, but the supply of mental-health providers is shrinking," said J. Marshall Dye, chief executive officer of PayrollPlans, a Dallas-based provider of benefits software used by small and medium-size businesses, which began providing access to a chatbot called Woebot in November. PayrollPlans expects about 9,400 employers will use Woebot in 2024. Amazon about a year ago gave employees free access to Twill, an app that uses artificial intelligence to track the moods of users and create a personalized mental-health plan. The app offers games and other activities that the workers can play, as well as live chats with a human "coach."

The app "allows you to address mental health concerns the moment they arise and can be used as a supplement to your daily well-being routine," the company said in a blog post. Amazon declined to comment. About a third of U.S. employers offer a "digital therapeutic" for mental-health support, according to a survey of 457 companies this past summer by professional services company WTW. An additional 15% of the companies were considering adding such an offering in 2024 or 2025. Supporters say the mental-health apps alleviate symptoms such as anxiety, loneliness and depression. Because they are available at any time, the apps can also reach people who might not be able to fit traditional therapy into their schedules or can't find a therapist who has an opening. Yet some researchers say there isn't sufficient evidence the programs work, and the varied security and safety practices create a risk that private information could be leaked or sold.

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