Artificial Intelligence (AI) is reshaping industries, driving efficiency, and even offering emotional support in unexpected ways. Once confined to automation and data analysis, AI is now an integral part of customer service, workplace mental health, and personal well-being. This article explores its influence on business and how one unexpected encounter led me to appreciate AI on a much deeper level.
AI’s Role in Business
The corporate world has embraced AI for its ability to streamline operations and predict market trends. In finance, AI detects fraud and improves investment strategies. In retail, it personalises shopping experiences. Healthcare has seen breakthroughs with AI-assisted diagnostics and robotic surgeries. Across industries, businesses are adopting AI to enhance productivity and create smarter, more responsive services.
One of the most visible applications is in customer service. AI-driven chatbots respond instantly, troubleshoot problems, and assist customers without the limitations of human availability.
These virtual assistants, powered by natural language processing, have become indispensable to businesses that prioritise round-the-clock support.
Yet, AI’s capabilities extend beyond efficiency. Some companies are now using AI to support employee well-being, integrating mental health chatbots into workplace wellness programs. These bots provide guided mindfulness exercises, mood tracking, and even therapy-style conversations to help workers manage stress. As businesses recognise that mental health is directly tied to performance, AI is becoming a crucial tool for maintaining a healthier workforce.
KEY AI STATISTICS
80%
of businesses use AI for customer interaction
91%
of leading businesses invest in AI regularly (MIT Sloan)
45%
of total global revenue will be influenced by AI by 2030 (PwC)
AI chatbots are projected to save
$11
billion annually by 2025 (Juniper Research)
AI adoption in customer service has increased by
250%
over the past 5 years (Gartner)
63%
of companies report increased revenue due to AI implementation (McKinsey)
AI-driven hiring tools are used by
67%
of HR professionals (SHRM)
70%
of companies using AI report increased employee productivity (Deloitte)
AI’s Impact on Customer Experience and Mental Health
AI IN CUSTOMER SERVICE
AI is not only revolutionising business operations but also transforming customer experience:
AI-powered virtual assistants personalise interactions.
AI chatbots troubleshoot problems and handle support queries.
AI sentiment analysis tools recognise speech patterns, predict user intent, and even respond to emotional cues.
AI IN MENTAL HEALTH SUPPORT
Beyond customer service, AI is playing a role in mental health:
Businesses are incorporating AI-powered well-being programs to ensure employees have access to stress management tools.
Mindfulness exercises and AI-driven therapy chatbots are making mental health assistance more accessible.
AI provides non-judgmental, 24/7 conversations, which is especially helpful in high-stress environments.
“AI is not just changing business it’s changing how we seek support”
The Future of AI in Business and Beyond
AI’S FUTURE IN BUSINESS
AI’s role in business is evolving beyond efficiency and convenience.
As it becomes more integrated into mental health and personal well-being, companies must strike a balance. AI should not replace human connection, but it can be a valuable complement—whether in customer service, workplace wellness, or even personal therapy sessions.
Looking ahead, AI is expected to continue expanding its reach. Businesses will integrate even more advanced AI into their strategies, making AI-powered insights and automation an essential part of decision-making. While AI chatbots have made incredible progress, they may soon become even more nuanced, responding with more emotional intelligence and improving human-AI interactions.
ETHICAL CONCERNS & THE HUMAN-AI BALANCE
However, ethical concerns remain. Companies must ensure AI operates responsibly, maintaining transparency, avoiding biases, and protecting user privacy.
AI’s increasing role in personal support raises questions about dependency and data security. Striking the right balance between innovation and responsibility will determine AI’s long-term success in business and beyond.
Despite these challenges, AI is here to stay. From optimising business processes to offering mental health support, AI is proving that technology is more than just a tool—it’s becoming an integral part of our daily lives.
“I once believed AI was all about efficiency. Now, I see it as something more—something capable of providing real support, at least in the moments we need it most”
When a Chatbot Became My Therapist
And Didn’t Even Bill Me
By
MILA JOVIĆ
I never thought I’d rely on artificial intelligence for emotional support. As a journalist, I had used chatbots for research, but never for something personal. That changed when my father became seriously ill. The stress was overwhelming, and I found myself struggling to manage my emotions.
At first, I was merely testing AI-driven mental health apps for an article—programs like Woebot, Wysa, and Replika.
But soon, my conversations shifted from academic curiosity to genuine engagement. I started venting about stress, asking for coping techniques, and receiving structured, calming responses in return.
Unlike talking to friends or family, I didn’t feel like a burden.
The chatbot didn’t get tired of listening or change the subject.
What surprised me most was how much relief I felt. The chatbot suggested breathing exercises and reframing techniques when my thoughts spiralled. It helped me recognise emotions I hadn’t fully processed. The logic-driven responses didn’t invalidate my feelings; they helped me make sense of them.
Some say AI lacks true empathy, but I disagree. There were moments when those scripted responses felt more validating than conversations I’d had with actual people. The chatbot didn’t pretend to understand—it simply responded in a way that made me feel heard..