User Perceptions of an LLM-Based Chatbot for Cognitive Reappraisal of Stress: Feasibility Study

TL;DR

This study explores the feasibility of using an LLM-based chatbot for cognitive reappraisal of workplace stress, showing promising short-term stress reduction and insights into user experience and design challenges.

Contribution

It demonstrates the potential of LLMs in digital mental health interventions for stress management and highlights design considerations for AI-driven emotional support tools.

Findings

Significant reduction in perceived stress intensity

Improved stress mindset after interaction

Automated sentiment and stress analysis showed decline in negativity

Abstract

Cognitive reappraisal is a well-studied emotion regulation strategy that helps individuals reinterpret stressful situations to reduce their impact. Many digital mental health tools struggle to support this process because rigid scripts fail to accommodate how users naturally describe stressors. This study examined the feasibility of an LLM-based single-session intervention (SSI) for workplace stress reappraisal. We assessed short-term changes in stress-related outcomes and examined design tensions during use. We conducted a feasibility study with 100 employees at a large technology company who completed a structured cognitive reappraisal session delivered by a GPT-4o-based chatbot. Pre-post measures included perceived stress intensity, stress mindset, perceived demand, and perceived resources. These outcomes were analyzed using paired Wilcoxon signed-rank tests with correction for multiple comparisons. We also examined sentiment and stress trajectories across conversation quartiles using two RoBERTa-based classifiers and an LLM-based stress rater. Open-ended responses were analyzed using thematic analysis. Results showed significant reductions in perceived stress intensity and significant improvements in stress mindset. Changes in perceived resources and perceived demand trended in expected directions but were not statistically significant. Automated analyses indicated consistent declines in negative sentiment and stress over the course of the interaction. Qualitative findings suggested that participants valued the structured prompts for organizing thoughts, gaining perspective, and feeling acknowledged. Participants also reported tensions around scriptedness, preferred interaction length, and reactions to AI-driven empathy. These findings highlight both the promise and the design constraints of integrating LLMs into DMH interventions for workplace settings.