Experience of the Use of AI Conversational Agents Among Low-Income Older Adults Living Alone

Abstract

There is little research exploring the experiences of using artificial intelligence (AI) conversational agents among low-income older adults living alone. To address this gap, we conducted a qualitative research study, analyzing data from 18 older adults who utilized AI conversational agents while living alone. Our focus was on exploring the perceived benefits and satisfaction of older adult users with these AI conversational agents. We identified two primary categories of perceived benefits: instrumental/functional and emotional aspects. Among the instrumental benefits, participants shared how using “Arya (the AI speaker used in the study)” positively impacted their daily living, enabling them to find and manage diverse information, enhance communication skills, and aid in memory recovery and maintenance. On the emotional benefits, participants reported experiencing positive affect, a sense of security, and feelings of gratitude and happiness. Significantly, participants felt that the intended purpose of using an AI conversational agent was achieved, resulting in a high level of satisfaction. The support from information and communication technology (ICT) managers who provided technical assistance and the availability of free services using the AI conversational agents further contributed to their satisfaction. The use of ICT to improve the quality of life from the perspective of older adults living alone makes a significant contribution to the literature. Given the rapidly aging society in South Korea and worldwide, this intervention provides a valuable support system with practical and psychosocial benefits, promoting the health and safety of older adults living alone.

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