It’s mid-morning, and Margaret, 72, is sitting at her kitchen table with her tablet open. She’s trying to book a medical appointment online – something her doctor now strongly encourages. A chatbot appears, offering help. Margaret hesitates. She’s not sure what the tool can see, how it works or whether she should trust it. Also, the last time she engaged with a chatbot, it wasn’t very helpful. She reaches for the phone to call instead.

More than a third of older adults lack the basic digital skills needed to use the internet effectively. Others do not use the internet at all. Yet, according to Alex Glazebrook, VP of Business Operations, Older Adults Technology Services (OATS) from AARP, “seniors are increasingly integrating technology into their lives in ways that serve their unique wants and needs.”

Much of the public conversation about AI adoption has focused on workplaces, younger users and digital natives. But far less attention has been paid to older generations, particularly outside professional settings.

It’s an issue that comes at a critical moment. The global share of people aged over 65 has doubled in recent decades, and continues to rise. Without deliberate efforts to ensure digital inclusion, certain cohorts in this growing demographic will be at risk of increasing marginalization.

At the same time, the opportunity is significant. Designing AI tools and services that reflect older people’s needs, expectations and lived experiences could unlock substantial value for individuals, businesses and governments.

The Understanding Older Generations’ Adoption of AI report, conducted by EY Ripples in collaboration with Microsoft, Kite Insights, OATS, and OpenAI, examines how people aged 60 to 85 years old engage with, understand and experience AI in their everyday lives.

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