Qualidade Percebida em Serviços Mediados por IA Generativa para Apoio à Saúde Mental: Análise da Literatura Empírica e Identificação de Dimensões Emergentes
Resumo
A rápida expansão da Inteligência Artificial generativa — em especial de modelos de linguagem de grande escala (LLMs) como o ChatGPT — tem viabilizado novas formas de apoio emocional e psicológico mediadas digitalmente, configurando-se como um sinal digital relevante para a saúde pública. Contudo, os modelos tradicionais de qualidade em serviços não foram concebidos para avaliar essas interações. Este trabalho apresenta uma revisão sistemática de quinze estudos empíricos (2024–2025), analisados à luz dos frameworks E-S-QUAL e AICSQ, complementada pela identificação indutiva de dimensões emergentes. Os resultados indicam aderência parcial aos modelos e quatro dimensões emergentes: Segurança Psicossocial Digital, Reconfiguração Relacional Humano–IA, Impacto Transformacional e Autorreflexivo e Riscos Sociotécnicos e Ilusão Terapêutica Digital. Propõe-se um modelo expandido de qualidade em três níveis.Referências
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Khozaei, F. (2025). Exploring the perceived social support (PSS) of ChatGPT among female migrants in the Gulf countries: a qualitative analysis. The Open Psychology Journal, 18. DOI: 10.2174/18743501256662310231165400.
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Luo, J. et al. (2025). Seeking emotional and mental health support from generative AI: mixedmethods study of ChatGPT user experiences. JMIR Mental Health. DOI: 10.2196/77951.
Melo, G., Silva, J. and Lopes, M. (2024). Evaluating AI conversational agents in psychological support contexts. Journal of Medical Artificial Intelligence. DOI: 10.55922/001c.92367.
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Siddals, E., Torous, J. and Coxon, J. (2024). "It happened to be the perfect thing": experiences of generative AI chatbots for mental health. npj Mental Health Research. DOI: 10.1038/s41746024-00648-7.
Skjuve, M., Brandtzæg, P. B. and Følstad, A. (2024). Why do people use ChatGPT? Exploring user motivations for generative conversational AI. First Monday, 29(3). DOI: 10.5210/fm.v29i3.13541.
Vowels, L. M., Francois-Walcott, R. R. R. and Darwiche, J. (2024). AI in relationship counselling: Evaluating ChatGPT’s therapeutic capabilities in providing relationship advice. Computers in Human Behavior: Artificial Humans, 2(2), 100078. DOI: 10.1016/j.chbah.2024.100078.
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Wohlin, C. (2014). Guidelines for snowballing in systematic literature studies and a replication in software engineering. EASE 2014, 1–10. DOI: 10.1145/2601248.2601268.
Zhao, T. et al. (2025). ChatGPT, Loneliness, and Well-Being among International PhD Students in Malaysia: A Mixed-Methods Study. International Journal of Mental Health Promotion, 27(12), 2023–2038. DOI: 10.32604/ijmhp.2025.071322.
Zhao, W. X. et al. (2023). A survey of large language models. arXiv:2303.18223. DOI: 10.48550/arXiv.2303.18223.
Alanzi, T. M. et al. (2025). ChatGPT as a psychotherapist for anxiety disorders: an empirical study with anxiety patients. Nutrition and Health, 31(3), 1111–1123. DOI: 10.1177/02601060241281906.
Alshammari, M. E. (2025). Promoting emotional and psychological well-being in students through a self-help ChatGPT intervention: artificial intelligence powered support.
International Journal of Instruction, 18(3), 511–530. DOI: 10.29333/iji.2025.18326a.
Arbanas, G. et al. (2025). Patients prefer human psychiatrists over chatbots: a cross-sectional study. Croatian Medical Journal, 66(1), 13–19. DOI: 10.3325/cmj.2025.66.13.
Aromataris, E. and Munn, Z. (eds.) (2020). JBI Manual for Evidence Synthesis. Adelaide: JBI.
Bommasani, R. et al. (2021). On the opportunities and risks of foundation models. arXiv:2108.07258. DOI: 10.48550/arXiv.2108.07258.
Bucher, A. et al. (2025). "It’s Not Only Attention We Need": systematic review of large language models in mental health care. Journal of Medical Internet Research, 27, e56518. DOI: 10.2196/56518.
Chan, K. (2025). AI as the therapist: student insights on the challenges of using generative AI for school mental health frameworks. Behavioral Sciences, 15(3), 287. DOI: 10.3390/bs15030287.
Chen, Q., Gong, Y., Lu, Y. and Tang, J. (2022). Classifying and measuring the service quality of AI chatbot in frontline service. Journal of Business Research, 145, 552–568. DOI: 10.1016/j.jbusres.2022.02.088.
Golden, A. and Aboujaoude, E. (2024). Describing the Framework for AI Tool Assessment in Mental Health and applying it to a generative AI obsessive-compulsive disorder platform: tutorial. JMIR Formative Research, 8, e62963. DOI: 10.2196/62963.
Hannah, L. et al. (2025). As effective as you perceive it: the relationship between ChatGPT’s perceived effectiveness and mental health stigma. Behavioral Sciences, 15(5), 1724. DOI: 10.3390/bs15051724.
Hua, Y. et al. (2025). A scoping review of large language models for generative tasks in mental health care. npj Digital Medicine, 8. DOI: 10.1038/s41746-025-01640-y.
Kelly, R. E. et al. (2025). What factors predict user acceptance of ChatGPT for mental and physical healthcare: an extended technology acceptance model framework. AI & Society. DOI: 10.1007/s00146-025-02334-6.
Khozaei, F. (2025). Exploring the perceived social support (PSS) of ChatGPT among female migrants in the Gulf countries: a qualitative analysis. The Open Psychology Journal, 18. DOI: 10.2174/18743501256662310231165400.
Krishnan, S., Joshith, J. and Sharma, A. (2024). Beyond text: ChatGPT as an emotional resilience support tool for Gen Z – a sequential explanatory design exploration. E-Learning and Digital Media. DOI: 10.1177/20427530241250699.
Luo, J. et al. (2025). Seeking emotional and mental health support from generative AI: mixedmethods study of ChatGPT user experiences. JMIR Mental Health. DOI: 10.2196/77951.
Melo, G., Silva, J. and Lopes, M. (2024). Evaluating AI conversational agents in psychological support contexts. Journal of Medical Artificial Intelligence. DOI: 10.55922/001c.92367.
Page, M. J. et al. (2021). The PRISMA 2020 statement: an updated guideline for reporting systematic reviews. BMJ, 372, n71. DOI: 10.1136/bmj.n71.
Parasuraman, A., Zeithaml, V. A. and Malhotra, A. (2005). E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. DOI: 10.1177/1094670504271156.
Siddals, E., Torous, J. and Coxon, J. (2024). "It happened to be the perfect thing": experiences of generative AI chatbots for mental health. npj Mental Health Research. DOI: 10.1038/s41746024-00648-7.
Skjuve, M., Brandtzæg, P. B. and Følstad, A. (2024). Why do people use ChatGPT? Exploring user motivations for generative conversational AI. First Monday, 29(3). DOI: 10.5210/fm.v29i3.13541.
Vowels, L. M., Francois-Walcott, R. R. R. and Darwiche, J. (2024). AI in relationship counselling: Evaluating ChatGPT’s therapeutic capabilities in providing relationship advice. Computers in Human Behavior: Artificial Humans, 2(2), 100078. DOI: 10.1016/j.chbah.2024.100078.
Vowels, L. M. et al. (2025). Evaluating generative AI for relational and psychological support. Computers in Human Behavior: Artificial Humans, 2. DOI: 10.1016/j.chbah.2025.100183.
Wohlin, C. (2014). Guidelines for snowballing in systematic literature studies and a replication in software engineering. EASE 2014, 1–10. DOI: 10.1145/2601248.2601268.
Zhao, T. et al. (2025). ChatGPT, Loneliness, and Well-Being among International PhD Students in Malaysia: A Mixed-Methods Study. International Journal of Mental Health Promotion, 27(12), 2023–2038. DOI: 10.32604/ijmhp.2025.071322.
Zhao, W. X. et al. (2023). A survey of large language models. arXiv:2303.18223. DOI: 10.48550/arXiv.2303.18223.
Publicado
01/06/2026
Como Citar
LERNER, Amanda; ARAUJO, Claudia Affonso Silva; SILVA, Mônica Ferreira da.
Qualidade Percebida em Serviços Mediados por IA Generativa para Apoio à Saúde Mental: Análise da Literatura Empírica e Identificação de Dimensões Emergentes. In: WORKSHOP ON MINING DIGITAL AND SOCIAL SIGNALS FOR PUBLIC HEALTH - SIMPÓSIO BRASILEIRO DE COMPUTAÇÃO APLICADA À SAÚDE (SBCAS), 26. , 2026, Ouro Preto/MG.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2026
.
p. 473-478.
ISSN 2763-8987.
DOI: https://doi.org/10.5753/sbcas_estendido.2026.26501.
