Exploring AI-Assisted Query Reformulation for Older Adults Seeking Technology Support
Debaleena Chattopadhyay, Hasti Sharifi, Homaira Huda Shomee, Sourav Medya

TL;DR
This study explores how AI can help older adults better express their technology problems, improving their ability to get accurate solutions.
Contribution
The paper introduces an AI-driven query reformulation approach that improves solution accuracy and comprehension for older adults.
Findings
Reformulated queries improved solution accuracy from 46% to 69%.
Paraphrased queries led to better Google search results (69% vs. 35%).
Rephrased queries were significantly more comprehensible to digitally skilled adults.
Abstract
Digital applications and services have become essential for full participation in society, yet older adults often struggle to use them effectively. While quality technology support can help, many face difficulties articulating their problems due to unfamiliarity with technical terminology and age-related changes in verbal abilities. Effective communication is crucial when seeking technology support, whether from people (e.g., customer service representatives, friends, family) or systems (e.g., search engines, chatbots). This study examines these communication challenges and explores AI-driven solutions to improve older adults’ access to technology support. We conducted an online diary study with English-speaking, community-dwelling older adults (n = 27, median age = 66), to analyze asynchronous technology-related queries. Reflexive thematic analysis identified four key barriers to…
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Taxonomy
TopicsTechnology Use by Older Adults · Personal Information Management and User Behavior · AI in Service Interactions
