Kenyans use AI chatbots for private emotional support

Kenyans are adopting AI for personal advice at a rate far exceeding its use in workplaces or education, with 72% of digitally engaged users turning to chatbots for emotional support or confidential discussions they’ve never shared with anyone else. Research by Nairobi-based firm Nendo and consumer insights platform LOOKA shows how quickly AI has evolved from a productivity aid to a trusted confidant, especially among younger demographics.

The survey found that 54.1% of respondents used AI for emotional support at least weekly, while nearly half (46.3%) disclosed topics to AI they’d never shared with others. This behavior spikes among 25- to 34-year-olds, where 55.2% admitted to such private disclosures. Women reported higher personal use (76%) compared to men (68.4%).

Younger Kenyans increasingly rely on AI where traditional support systems—friends, family, or professionals—might otherwise intervene. The trend highlights growing digital trust, as anonymity and 24/7 availability make chatbots a preferred option for sensitive conversations.

ChatGPT dominates Kenyan AI use

ChatGPT leads Kenyan AI adoption, with 84.5% of respondents using it in the past 30 days, followed by Meta AI (66.9%) and Google’s Gemini (57.6%). Fewer users depend on Anthropic’s Claude (23.9%) or Microsoft Copilot (19.8%). However, 78.6% of users employ multiple AI tools, indicating a fragmented yet deeply ingrained habit. Nearly 91.3% encountered AI features within WhatsApp or Facebook, showing how seamlessly these tools integrate into daily communication.

Trust in AI varies by topic. Career advice garners the most confidence, with 57.9% of users fully or mostly trusting AI recommendations, followed by legal (55.7%) and financial (53.5%) guidance. Health information lags slightly (50%), while family matters rank lowest (39.9%). Still, 48.8% of respondents have sought health-related advice from AI, though the survey does not evaluate the accuracy or safety of such advice.

Cultural and language hurdles for AI

The data indicates AI is becoming a default resource for Kenyans, though not without challenges. While 72.5% find AI advice culturally aligned, 25.1% report receiving guidance that conflicts with Kenyan norms. Language barriers persist, with only 35% rating AI responses in Kiswahili or Sheng as excellent or very good. Demand for localized AI is evident, as 72% said they would use it more if it better understood Kenyan culture and language.

Access to AI is uneven. Users with both smartphones and computers report 72.5% professional AI use, compared to 42.8% for those relying solely on phones. Daily usage rates are nearly identical across income groups (55% vs. 54.8%), but professional adoption rises sharply from 48% in the lowest income bracket to 73% in the highest. Nendo’s CEO, Mark Kaigwa, describes this as an “AI workbench” issue: while a phone provides entry, what users can accomplish depends on broader access to devices, data, and skills.

The survey, based on 1,161 responses from 18 Kenyan counties in May 2026, reflects a digitally connected but not nationally representative sample, skewing younger, more educated, and more tech-savvy than the average Kenyan. The findings highlight a cultural shift: AI is no longer limited to work or study. For many, it has become a private partner in daily life.

AI boosts productivity but fuels job fears

Nearly 91.2% of users report AI has made them more effective at work or in studies, yet economic anxieties persist. Over 43.6% express concern that AI could disrupt their jobs or income within three years, while 59.4% describe themselves as equally excited and worried about its spread. Opinions on equality are divided: 49.8% believe AI is making opportunities in Kenya more equal, though 23.9% disagree.

The findings were presented September 29 at Aga Khan University in Nairobi, reinforcing how rapidly AI has become part of Kenyan daily life. While the survey does not claim national representativeness, it signals a lasting shift: in a country where digital access grows faster than economic opportunity, AI’s dual role as tool and confidant is firmly established.