Bridging the Digital Divide: How AI can help us become more inclusive
Digital technology is now commonplace in almost every product and service interaction we have each day. For most of us, it’s faster, easier, and provides greater choice and flexibility. But for many in our communities—especially seniors and others with limited digital skills—these interactions can be complex and confusing, leading to frustration and potentially costly mistakes. Given this context, I wanted to explore how we can design inclusive AI systems that safeguard those who are most at risk and, with that approach, make digital better for everyone.
I recently had an older family member who made a booking on a popular travel website and needed to change their travel arrangements—unclear steps, jargon-heavy instructions, and prompts to verify information through their smartphone. After repeated failures, they called the company's contact centre, only to get lost in an automated system. They just wanted to speak to someone but were only met with more automated responses. Helpless and worried, they eventually gave up, fearing they might worsen things.
Or take a moment to consider the people who have been displaced by one of the many natural and man-made disasters we've seen recently. Most of those affected are tired and stressed, with limited coverage or battery charge, and they're told to scan a QR code or dial an IVR to access support. Now, imagine that you can't remember all the details you need to complete a form or it's in a different language.
In Australia, this scenario is all too common. Many people—particularly seniors and those who do not speak English as their first language—struggle with poorly designed systems that take a high level of digital literacy for granted. As digital services become the primary touchpoint for most businesses, the complexity and quality of these user experiences have too often left those most at risk behind.
The Digital Divide and AI
For years, we've heard about the digital divide, which refers to a lack of access to technology and the ability to use it effectively and confidently. Research shows that digital exclusion impacts people's well-being, educational opportunities, and access to healthcare and economic prospects, particularly for those from lower socio-economic backgrounds, older adults, and non-native speakers.
More recently, the concept of an "AI divide" has emerged, where some groups have greater access to AI's benefits while others do not. This divide is often linked to socioeconomic status, education, and digital skills. As AI continues to grow, those who are already digitally disadvantaged are at risk of falling further behind, unable to leverage AI to improve their lives.
Of course, access to reliable internet is also crucial in bridging the digital divide. Access needs to be more consistent or affordable for many people, particularly in rural or low-income areas, which only deepens exclusion from the benefits of digital services. Without reliable internet, even the best-designed AI systems are inaccessible, widening the gap between those who can leverage technology and those who cannot.
(For more on the Digital Divide and AI, I'd highly recommend this research from the CSIRO)
How AI Could Help
AI has the potential to be a powerful ally for seniors and others who struggle with digital technology. Imagine a smart AI assistant that acts as a bridge for those who find technology challenging. Instead of navigating a confusing interface, users could speak directly to the AI, which would handle complex tasks for them. This AI could screen calls and messages for scams, offer step-by-step guidance, and provide a safer, more accessible way for people to interact with technology.
AI can make digital interactions more intuitive and human-like, providing personalised help when needed. For example, instead of forcing users to fill out long, confusing forms, an AI could guide them conversationally through each step. AI could provide real-time translation for non-native speakers, making these interactions empowering and accessible. By addressing these usability gaps, AI can transform technology from a barrier into an enabler, promoting inclusivity for everyone.
AI has significant potential to transform various aspects of everyday life for those who are often left behind by rapid technological advancements.
Customer Experience: Generative AI (GenAI) can personalise customer interactions, offering tailored assistance based on an individual's preferences and needs. This can make navigating customer service processes much easier for those who struggle with complex digital interfaces.
Marketing: AI can deliver targeted, easy-to-understand marketing messages, avoiding jargon and tailoring communications to the language and level of digital literacy of at-risk groups, making them more accessible and less overwhelming.
Customer Support: AI chatbots can provide 24/7 support with simpler language, answering basic questions that would otherwise require a phone call. This is particularly useful for individuals who may need help with call centre menus or have limited mobility.
Operations: AI can streamline operations that benefit everyone. For example, it can automate processes for accessing government services, ensuring that those with limited technical skills can navigate them more easily. AI-driven reminders for appointments, renewals, or important tasks can also help individuals who struggle to keep track of complex schedules.
The Double-Edged Nature of AI
While AI holds incredible promise, it also presents risks. AI can be a powerful tool for fraud prevention, flagging unusual activities, sending real-time alerts, and providing secure support. On the other hand, AI also makes it easier for fraudsters to impersonate trusted voices or create convincing deepfakes—manipulated videos or audio recordings that can deceive even the most cautious.
Imagine receiving a video message from what appears to be a trusted family member urgently asking for financial help. Deepfakes make these scams possible, and they are becoming harder to detect. Those who are at risk often lack the tools or knowledge to identify these threats, putting them in danger of falling for sophisticated and emotionally manipulative fraud schemes.
We’ve seen this already in scams where fraudsters claim to be from Microsoft and convince people to install tools like Anydesk. Once installed, scammers access the victim's computer, stealing information or transferring funds without consent. As AI continues to evolve, these scams will become even more sophisticated and harder to identify.
What Can We Do?
Integrating diversity and inclusion (D&I) principles into AI development is crucial to ensuring AI works for everyone, not just the digitally privileged. We must consider inclusivity at every stage of AI development—ensuring that cultural, linguistic, and educational differences are accounted for so that AI technologies do not inadvertently widen existing gaps.
Prioritise AI Use Cases for At-Risk Groups: Develop AI applications that directly address the needs of at-risk groups, such as AI-driven accessibility tools, fraud detection systems for seniors, or AI assistants tailored to support those with low digital literacy.
Raise Awareness: Educate communities, especially older Australians, about recognising fraudulent AI interactions.
Stronger Protections: Developers of AI systems must implement safety standards. The Australian Government's Voluntary AI Safety Standard is a step in the right direction, aiming to guide AI's safe and ethical use in Australia.
Human-Centred and Inclusive Design: AI systems must be designed with those at risk in mind—using intuitive interfaces, clear language, and offering support options like phone or in-person help. Simplifying technology for older Australians and others with limited digital skills benefits everyone, making systems more intuitive, secure, and inclusive.
If we fail to address this digital divide, the AI revolution could widen existing disparities, limiting the benefits of AI for those already at a disadvantage. On the brighter side, if we design AI to be accessible, secure, and inclusive for the most at risk, we improve technology for everyone.
How are you seeing AI impact at-risk groups in your circles? What more can we do to ensure AI is used safely and ethically for all Australians?
