Researchers are designing chatbots to help make
life online safer and more welcoming for
seniors.
Yenni Tim and Dr Jade Brooks.
Photo/Supplied.
New research,
co-authored by Dr Jade Brooks (University of Auckland), led
by Dr Yenni Tim (University of New South Wales) with Delen
Zeng (Beijing Jiaotong University) and Joshua Huynh (AMP
Limited), explores how properly designed tech can help older
people feel safe, confident and included when they go
online, not just able to use technology, but comfortable
doing so.
The project, in partnership with a major
Australian humanitarian organisation, focuses on senior
citizens who increasingly rely on digital portals to access
essential services such as healthcare, banking and
government support. Many of these seniors live in rural
areas, where in-person support is
limited.
Traditionally, the organisation relied on
caseworkers, often older volunteers themselves, to help
people navigate online systems at home. However, an ageing
population and rising demand are straining this model, says
Brooks, a lecturer in information systems at the Business
School.
To address this challenge, the research team
co-designed an AI-powered chatbot.
Drawing on
interviews with senior citizens, volunteer caseworkers, and
staff from the partner organisation, the study identifies
the limits of existing ‘digitally inclusive’ design and
proposes a new concept: ‘socially inclusive
design’.
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“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,” says Brooks.
“The chatbot is
intended to complement and, in some cases, relieve
caseworkers’ workload by guiding seniors step-by-step
through online tasks, while also helping build skills and
confidence over time.”
Tim, an associate professor
at UNSW Business School, says the chatbot interface offers
socially relevant and familiar interactions, making it feel
trustworthy, personal, and reflective of users’ real-world
social practices.
“We programmed supportive,
reassuring, and adaptive settings that allow seniors to
build confidence over time, enabling independent digital
interactions.
“We also provided the system with
positive feedback mechanisms and community-building features
that encourage seniors to share experiences and develop a
sense of belonging within its digital
environments.”
Brooks, whose broader work examines
digital inclusion and the changing nature of work, says the
project is about more than making websites and apps
accessible.
She says that while many older people are
technically able to use online services, they often choose
not to because they lack a sense of safety, confidence, or
control.