Researchers are building chatbots aimed at helping older adults feel safer and more supported while navigating the online world.
New research involving Dr Jade Brooks (University of Auckland) and led by Dr Yenni Tim (University of New South Wales), alongside Delen Zeng (Beijing Jiaotong University) and Joshua Huynh (AMP Limited), looks at how thoughtfully designed technology can help older adults feel safer and more confident online.
The focus isn’t just on making tech usable but on making sure older people feel comfortable, included, and supported when they’re online.
The project, developed in partnership with a major Australian humanitarian organisation, focuses on older people who are increasingly using online portals to access essential services like healthcare, banking, and government support. It places particular attention on seniors in rural areas, where access to in-person help can be limited.
Traditionally, the organisation has depended on caseworkers—often older volunteers themselves—to help people work through online systems in their homes. But according to Brooks, a lecturer in information systems at the business school, an ageing population and growing demand are putting real pressure on this approach.
The research team worked together to design an AI-powered chatbot to help address this challenge.
Drawing on interviews with older adults, volunteer caseworkers, and staff from the partner organisation, the study highlights the limitations of current “digitally inclusive” design approaches.
It also introduces a new idea called “socially inclusive design.”
According to Brooks, “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.”
“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 is designed to feel more natural and relatable, using familiar, socially relevant interactions. This helps make it feel more trustworthy and personal and better aligned with how people communicate in everyday life.
“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 said the project goes beyond simply making websites and apps easier to use. She explains that even though many older adults can technically navigate online services, they often avoid them because they don’t feel safe, confident, or in control when using them.