Affective and Functional Needs in AI Use: User Patterns and Their Relation to Real-Life Support and Well-Being

Overview & Synopsis

Conversational AI systems are increasingly used to fulfill both functional and affective needs, yet how users perceive the AI-adoption effects varies. Existing research tends to treat these two needs as binary categories and to classify users by a single dominant need. However, this approach fails to capture users who engage with AI for both affective and functional purposes simultaneously, leaving it unclear how these needs combine in real-world AI use. To capture the multifaceted nature of users' AI engagement, we developed the AI-Support measurement with 1,090 participants, grounded in social support theory, which evaluates four dimensions of perceived AI support: emotional/esteem, social companionship, informational, and instrumental support. This study provided (1) an AI-Support Scale developed to measure the perceived support types from human-AI interaction, (2) evidence that users might adopt AI with a high level of both functional and affective use, and (3) exploratory indicators of users' real-life social support and well-being, enabling descriptive results aligning with theoretical expectations. Overall, this study highlights the importance of understanding individual differences in AI affordance use, enabling AI systems to be designed in alignment with different user adoption profiles rather than assuming uniform benefits across all users.