Therapy is built on a relationship between people, and our approach to AI starts with protecting that relationship. This article explains the seven principles that guide how AI is and isn't used on It's Complicated, and what they mean for you as a client. Technology can make it easier to find a therapist and manage the practical side of therapy, but it should never replace the person you're working with.
What this means for you
- A human therapist: We don't offer AI therapists or chatbots that simulate therapy. When you book through It's Complicated, you work with a qualified human practitioner.
- Support, not replacement: AI can make the practical side of therapy easier, like finding a therapist or scheduling. It should be a tool people knowingly choose to use, never an invisible part of your therapy.
- Private clinical data: Your clinical information isn't made available to AI by default. If a feature ever uses AI with clinical information, it needs an explicit choice and authorisation, and you should be informed about how your information is processed. AI involving clinical data will always be opt-in, never opt-out.
- No AI training: Where AI is used with clinical information, we only work with arrangements designed to prevent that information from being retained or used to train AI models.
- Visible AI: You should always know when you're interacting with AI, or when AI is being used to process information about you. We also clearly label AI interactions and AI-generated content where the EU AI Act requires it.
- Human judgement: Any AI tools are there to support your therapist's professional judgement, not to replace it. The care you receive is shaped by your therapist, not delegated to an algorithm.
- Care comes first: For any new technology, we ask whether it supports or diminishes the human relationship at the heart of therapy. When the answer is unclear, we're cautious.
🔒 Note: What you share in therapy is encrypted by default and stored in GDPR-compliant data centres in Europe.
Using AI to find a therapist
If you choose to, you can search for a therapist through Claude, an AI assistant, using our connector. This is optional, and you can always search our directory directly. To set it up, see Finding a Therapist Through Claude: The It's Complicated Connector.
Our full AI policy
For the full wording of each principle, see Our approach to artificial intelligence.