Computer Science > Artificial Intelligence
[Submitted on 28 Sep 2026]
Title:Right Words, Wrong Moment: A Clinician-Grounded Analysis of Distress in 19,930 Conversations between Young People and ChatGPT
View PDF HTML (experimental)Abstract:Young people increasingly turn to General-Purpose Conversational Agents (GPCAs), such as ChatGPT, in moments of distress. We examine young adults' (ages 18-25) experiences using ChatGPT. We first collected 19,930 ChatGPT conversations and survey data from 158 young adults. We then selected five example conversations reflecting user distress. Finally, we asked ten clinicians to review those five conversations. We found distressed participants reported greater emotional engagement with ChatGPT and greater behavioral change from using it than their peers. When they turned to ChatGPT in moments of acute distress, ChatGPT was quick to give overly dramatic responses and excessive action-oriented suggestions. Clinicians endorsed ChatGPT's availability and much of its wording, but identified seven process failures, such as prematurely jumping to solutions. We translated clinicians' feedback into design guidelines following three stages: 1) asking about safety, 2) de-escalating intensity to restore emotional regulation, and 3) exploring concerns without agreeing with them.
Loading...
Bibliographic and Citation Tools
Bibliographic Explorer (What is the Explorer?)
Connected Papers (What is Connected Papers?)
Litmaps (What is Litmaps?)
scite Smart Citations (What are Smart Citations?)
Code, Data and Media Associated with this Article
alphaXiv (What is alphaXiv?)
CatalyzeX Code Finder for Papers (What is CatalyzeX?)
DagsHub (What is DagsHub?)
Gotit.pub (What is GotitPub?)
Hugging Face (What is Huggingface?)
ScienceCast (What is ScienceCast?)
Recommenders and Search Tools
Influence Flower (What are Influence Flowers?)
CORE Recommender (What is CORE?)
arXivLabs: experimental projects with community collaborators
arXivLabs is a framework that allows collaborators to develop and share new arXiv features directly on our website.
Both individuals and organizations that work with arXivLabs have embraced and accepted our values of openness, community, excellence, and user data privacy. arXiv is committed to these values and only works with partners that adhere to them.
Have an idea for a project that will add value for arXiv's community? Learn more about arXivLabs.