Older user-computer interaction on the internet: How conversational agents can help

Abstract

Using a qualitative study employing a role-playing approach with human agents, this study identifies the potential roles of conversational agents in enhancing older users' computer interactions on the Internet in e-commerce environments. Twenty-five participants aged 65 or older performed a given shopping task with a human agent playing the role of a conversational agent. The activity computer screens were video-recorded and the participant-agent conversations were audio-recorded. Through navigation path analysis as well as content analysis of the conversations, three major issues hindering older users' Internet interaction are identified: (1) a lack of prior computer knowledge, (2) a failure to locate information or buttons, and (3) confusions related to meanings of information. The navigation path analysis also suggests potential ways conversational agents may assist older users to optimize their search strategies. Implications and suggestions for future studies are discussed. © 2011 Springer-Verlag.