Between Emotional Support and Diagnostic Misinterpretation: A Comparative Study of Wysa and Riliv

Abstract

Mental health challenges in Indonesia are intensified by limited access to professional services, shortages of mental health practitioners, and persistent social stigma. In this context, digital mental health applications such as Wysa and Riliv have emerged as accessible tools that provide story-listening, emotion-tracking, and individual chat-based support. However, these features may also be misinterpreted by users as confirmation of self-diagnosed mental health conditions. This study employed a qualitative structured literature review combined with comparative feature analysis. Scientific articles published between 2020 and 2026, official application documentation, and relevant theoretical literature were analyzed using the Stepped Care Model and Parasocial Relationship Theory. The comparison focused on feature design, potential user interpretation, self-diagnosis risk, and professional complementarity. The analysis suggests that Riliv may offer stronger safeguards against self-diagnosis because its counseling services directly involve licensed Indonesian psychologists. In contrast, Wysa’s empathetic AI-generated responses may be interpreted by some users as validation of pre-existing diagnostic beliefs. Nevertheless, both applications can provide meaningful emotional support when positioned as complementary tools rather than substitutes for professional assessment and clinical intervention. Strengthening digital mental health literacy, providing clearer disclaimers, and establishing appropriate referral mechanisms are necessary to support the responsible use of digital mental health applications.