81% of Americans Say Mental Health Support Can't Wait - They Expect It Within Hours, New CallTrackingMetrics Report Finds

Nearly half need help immediately; Millennials embrace tech-based tools while Baby Boomers resist

MILLERSVILLE, Md., Oct. 15, 2025 /PRNewswire/ -- Americans say the nation is facing a mental health crisis that the system is too slow to address. According to new research from CallTrackingMetrics, a global conversation analytics company, eight in ten people (81%) now expect mental health support within hours of reaching out, and nearly half (44%) say they need help immediately.

The report paints a picture of a growing dilemma in access to behavioral health care: timeliness. When care is delayed, it's denied. One in five Americans said they reached out to mental health or addiction treatment providers for help, but never heard back. Despite government programs, health systems and insurers investing billions to expand access, the responsiveness blind spot remains.

"Mental and behavioral health are acutely personal. And people don't just want access to care, they want to know that when they reach out, a caring response will be available right away," said Todd Fisher, co-founder and CEO at CallTrackingMetrics. "This survey makes it clear that speed, expertise and trust will define the next era of behavioral health delivery."

The research also shows consumers are increasingly familiar with technology-based tools to support mental health: 63% report some level of familiarity, and over half (53%) say they feel comfortable using AI-powered tools to assess symptoms before speaking to a professional. Still, a live human connection remains the top preference, with 44% of respondents wanting to speak directly with a live person as their first step.

It's important to note generational differences as well. Millennials were the most comfortable with both mental health technology and AI-powered tools, with 43.5% reporting they are "very familiar" with digital resources. Baby Boomers, on the other hand, were the least familiar and least comfortable engaging digitally, preferring traditional approaches.

Additional key findings:

• 64% feel comfortable speaking with a live person by phone about mental health concerns.
• 75% say they'd most likely reach out by phone first, compared to just 26% who would use an AI chatbot.
• Cost and insurance coverage remain the single largest barrier to care (29%), followed by uncertainty about where to start (26%).

"In a national behavioral health crisis, technology is the bridge we need most, and with an overwhelming demand for care, quality of service is top of mind," Todd continues. "By giving organizations tools to manage call volume and deliver high-quality service, we're helping them focus on what matters most, saving lives."

The report suggests that future solutions will require a hybrid approach, combining AI's speed and scalability with the genuine empathy and expertise of trained human professionals. Striking the right balance will be key in closing the behavioral health gap.

To learn more about how behavioral healthcare organizations are using CallTrackingMetrics, visit www.calltrackingmetrics.com/blog/industry/behavioral-healthcare.

About CallTrackingMetrics
CallTrackingMetrics is a global conversation analytics leader, trusted by over 100,000 users worldwide, including top brands like The Washington Post, Morgan and Morgan, Terminix, and ServiceMaster. The platform empowers businesses to track and attribute online and offline leads, facilitating data-driven decision-making and bolstering ROI.

With seamless integrations with industry titans such as Google Ads, HubSpot, Salesforce, and Facebook, CallTrackingMetrics consistently earns acclaim from software authorities like Gartner, Software Reviews, and G2. Renowned for its growth and innovation, CallTrackingMetrics equips marketers with AI-powered tools—including features like AskAI and VoiceAI—to deliver smarter insights, streamline lead management, and elevate customer engagement. CallTrackingMetrics.com

CONTACT:
Zoe Hamilton
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SOURCE CallTrackingMetrics