Coastal and Rural Digital Exclusion - The Case for Voice AI

The adoption of digital platforms for health and social resources disadvantages vulnerable populations, including older adults and those living in remote or deprived areas. This could be remediated using voice-based conversational AI (Voice AI) systems delivered via landline phone, bypassing the requirement for digital device access or digital skills. British rural and coastal regions often have poorer digital infrastructure and pockets of deprivation, and consequently higher levels of digital exclusion. This study explores digital exclusion in Southwest England and the suitability of Voice AI systems for supporting digital inclusion. Seventeen participants aged 50 years or over were interviewed by telephone and took part in one of two face to face focus groups to identify how digital exclusion impacts access to health and wellbeing resources. The results indicated that digital access was severely impacted by unreliable infrastructure and exacerbated by limited digital skills. Phone-based Voice AI systems could then provide viable solutions to support access to digital health and social resources for digitally marginalised coastal and rural communities.