Researchers test AI chatbot to target online safety and support for seniors

Digital technologies can play a double-edged role in modern society; while they offer new forms of participation and access, they can also deepen existing inequalities. Older people are especially affected as services such as healthcare, government benefits and community support increasingly move online.

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 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 aging population and rising demand are straining this model,” said Brooks, a lecturer in information systems at the University of Aukland 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’.

“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,” Brooks said. “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.”

The chatbot uses natural, empathetic language that might be similar to the way an older person would chat with a family member. Interactive features are designed to ease seniors’ concerns about digital risks, offering practical advice and reassurance on scams and passwords. Suggested questions and tap-to-respond options make navigation simple without heavy typing, which, says Brooks, can deter some older users.

Dr Yenni Tim, an associate professor at UNSW Business School, said 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,” she said. “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, said the project is about more than making websites and apps accessible.

She said 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.

“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 said.

The researchers are now evaluating their chatbot to understand how effective it is for both seniors and caseworkers, and how it might inform the next generation of socially inclusive digital services.

“Ultimately, we want to give organisations 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,” Brooks said.

The paper Towards socially inclusive design: an action design research project supporting social inclusion of senior citizens, by Yenni Tim, Jade Brooks, Delin Zeng and Joshua Huynh is published in the European Journal of Information Systems.

Image credit: iStock.com/Irina Belova