New research from the University of Auckland and the University of New South Wales (UNSW) has highlighted the potential of responsibly designed digital technology to enhance the online experiences of older adults. The study, co-authored by Dr. Jade Brooks from the University of Auckland and led by Dr. Yenni Tim at UNSW, investigates how an AI-powered chatbot can help senior citizens feel safe, confident, and included as they navigate essential digital services.
As more seniors increasingly depend on digital platforms for critical services such as healthcare, banking, and government support, the research addresses a pressing need. Many older individuals, particularly those in rural areas where in-person assistance is limited, often struggle to navigate online systems without support. Traditionally, humanitarian organizations relied on caseworkers, frequently older volunteers, to help seniors with these digital tasks. However, Dr. Brooks notes that an ageing population, combined with surging demand for support, is putting significant strain on this model.
To tackle this challenge, the research team developed an AI-powered chatbot designed to guide older users through online processes, thereby complementing the workload of caseworkers. The chatbot draws on insights gathered from interviews with seniors, volunteer caseworkers, and staff from the partner organization. The study posits a new concept termed “socially inclusive design,” which extends beyond merely making technology accessible.
“Socially inclusive design asks, does this technology help people feel they belong, that they can act independently, and that any concerns about safety are taken seriously,” Dr. Brooks explained. The chatbot aims not only to assist seniors in completing online tasks but also to bolster their skills and confidence over time.
Employing natural, empathetic language akin to familial interactions, the chatbot features interactive elements that specifically address seniors’ fears regarding digital risks. It provides practical advice and reassurance about issues such as scams and password security. To simplify navigation, the system offers suggested questions and options that require minimal typing, which can be a barrier for some older users, according to Dr. Brooks.
Dr. Tim, an associate professor at UNSW, emphasized the importance of creating trustworthy and relatable interactions within the chatbot interface. “We programmed supportive, reassuring, and adaptive settings that allow seniors to build confidence over time, enabling independent digital interactions,” he noted. The system is also equipped with positive feedback mechanisms and community-building features, encouraging seniors to share experiences and foster a sense of belonging within digital environments.
Dr. Brooks, whose broader research focuses on digital inclusion and the evolving nature of work, added that this initiative transcends simple accessibility. While many older individuals possess the technical know-how to use online services, they often refrain from doing so due to feelings of insecurity, lack of confidence, or a sense of loss of control.
“Seniors have concerns about scams, hitting the wrong button, or sharing personal information. Technology shouldn’t just be usable; it needs to feel emotionally safe,” she stated. The research team is currently evaluating the effectiveness of the chatbot for both seniors and caseworkers, aiming to inform the next generation of socially inclusive digital services.
“Ultimately, we want to give organizations and developers guidance on how to design tools that don’t just work for older people, but work with them, supporting their independence, dignity, and sense of connection,” Dr. Brooks concluded.
This research underscores the importance of integrating emotional safety into technology design, emphasizing that the next wave of digital tools must prioritize the unique needs and concerns of older adults. As the aging population continues to grow, innovations like this chatbot could play a pivotal role in ensuring that seniors remain connected and empowered in an increasingly digital world.
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