in campervan backseat with smart phone

How older generations are engaging with AI – and why it matters

Authors

Contributors

12 minute read 06 Apr 2026
Related topics
Corporate responsibility
AI

A global survey reveals new opportunities for governments and businesses to unlock societal benefits and expand innovation for all generations.

In brief

  • AI discussions are incomplete unless they also include the experiences of older generations, who so far have been relatively absent from consideration.
  • As AI becomes embedded in life, trusted resources, age-appropriate tools and community learning can enhance independence, wellbeing and social connection.
  • Businesses can serve a growing older-consumer market by designing AI-enabled products and services that prioritize accessibility, clarity and transparency.

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.

senior Sikh man using smart phone to unlock the electric scooter
1

Chapter 1

How familiar with AI are older generations?

The survey paints a more nuanced picture with awareness of AI applications varying widely by region and most older people recognizing that AI outputs are not always true.

As AI becomes embedded into everyday tools – from search engines to banking apps and customer service – many older people may already be using AI without knowing it.

Only
24%
of older generations say they are familiar with AI, yet this headline figure masks a more complex reality

The research reflects this ambiguity. Only 24% of respondents aged 60 to 85 say they are quite or very familiar with AI. Most describe themselves as only a little or somewhat familiar.

Familiarity also varies significantly by geography. Respondents in the Middle East, Africa and India report the highest levels of familiarity (41%), compared with 12% in North America. As one focus group respondent in India noted, “I want AI to help me live a healthy, wealthy and wise life. I want razor-sharp intelligence.” 

I want AI to help me live a healthy, wealthy and wise life. I want razor-sharp intelligence.

Focus group respondent

India

On the positive side, these tests found that skepticism is high. Eight in 10 respondents correctly recognize that AI-generated outputs are not always accurate – suggesting a healthy degree of caution. However, understanding weakens when questions become more specific. Fewer than half of the respondents recognize that AI systems can reflect societal biases present in their training data. Accuracy declines even further as questions probe deeper technical or ethical limitations.

The findings point to a clear need to invest in inclusive AI literacy that supports confidence, understanding and participation across later life.


Happy senior couple with smart phone sitting on houseboat
2

Chapter 2

Older generations’ use of AI

The survey found those older people using AI are finding real value, including for learning, health and travel – and users report overwhelmingly positive experiences.

Familiarity with AI does not automatically translate into use. Among those aged 60 to 85, engagement ranges widely. Two in five of the respondents say they have either never used AI or tried it only once or twice. At the other end of the spectrum, around one in five use AI often or very often, highlighting a clear divide within older generations themselves.

Work status is a major differentiator. Respondents who are still employed use AI at roughly three times the rate of those who are retired. This gap matters. Many people who left the workforce before the rapid spread of AI tools have had fewer opportunities to build confidence through everyday exposure, making them a priority group for targeted support.

Those still working use AI
3x more
than those who are retired

The survey also found a gender gap. Nearly a third (31%) of women report never having used AI, compared with 20% of men. This mirrors broader global patterns in generative AI adoption and reflects deeper structural factors, including women’s underrepresentation in STEM careers and higher exposure to job disruption from automation.

Older women are much less likely to have tried AI tools than their male counterparts


When older people do learn to use AI, they largely do so on their own terms. Most rely on online sources such as educational videos, news articles and social media. Nearly a third learn simply by using AI tools directly. Informal networks also matter: children, friends, neighbors and grandchildren all play a role in building awareness and confidence.

Usage itself spans a wide range of everyday needs. Among those who have used AI at least once, learning is the most common application, followed by health and travel. And these experiences are overwhelmingly positive. Respondents report strong satisfaction when using AI for work, learning and creative activities, while negative experiences are rare.

African american man using laptop while kneeling on yoga mat
3

Chapter 3

Older generations’ feelings about AI

The survey found older generations are more positive about AI than often assumed, with an appetite for clear, accessible guidance.

Importantly, uncertainty does not equate to resistance. Interest in learning is high. Most respondents are keen for practical, accessible support – particularly easy-to-use guides and resources that explain AI in clear, everyday terms. Older people also rank online training from AI providers highly. Only a small minority have no interest in learning about AI at all.

I worry that people are becoming so reliant on AI and computers that they are losing societal and interpersonal skills.

Survey respondent aged 72

Self-guided learning is the most popular choice among older generations to support their further learning about AI


Around six in 10 respondents have a somewhat or very positive view of AI’s likely impact. But negative sentiment grows as the lens widens. Only a small minority of the respondents express concern when thinking about AI’s impact on their own lives. Yet that figure increases when people consider society at large and those in positions of power.

Older generations are consistently positive about the likely impacts of AI in the future; on themselves and on the world as a whole.


When asked about barriers to adoption, data privacy is a big concern. Two in five respondents worry that AI will take or misuse their personal data. For others, the challenge is more practical. More than a third say they simply do not know where to start with AI.

Concerns about data privacy top cited barriers to further engagement with AI for older generations


How EY can help

This openness presents a significant opportunity. With the right support, older generations are not only willing to engage with AI, but they are also likely to have more positive experiences and a stronger appreciation of the benefits it can deliver. Improving AI literacy in later life is therefore not just a matter of inclusion, but a pathway to better outcomes for individuals and society alike.

Couple looking at smart phone while taking a walk along the beach
4

Chapter 4

What’s next for older generations and AI?

The survey found older generations are more positive about AI than often assumed, setting the scene for an AI just transition that ensures older generations have the skills and confidence to thrive.

As societies accelerate toward AI-enabled service delivery, we must prepare older generations to use AI confidently, safely and meaningfully. The survey findings point to the need for coordinated action across education, policy, business and community systems. As Alex Glazebrook points out, “When it comes to AI, older adults are curious and want to learn more, not unlike younger demographics.”

The survey report concludes that:

  • Older generations – should be encouraged to seek trusted, beginner-friendly resources to build confidence with AI tools for learning, health and daily life, starting with low-risk uses.
  • Educators and policymakers – need to design and fund practical, age-appropriate AI literacy programs in trusted local settings such as libraries, adult education centers, and community or healthcare services.
  • Businesses – have a substantial opportunity to serve a growing older consumer market by designing AI-enabled products and services that prioritize simplicity, accessibility and clarity, offering clear onboarding, human support, and plain-language explanations to build confidence and long-term trust.
Many older adults are eager to understand and use AI in ways that genuinely support their lives.

Lisa Reppell

Senior Program Manager, Information Literacy, Microsoft

How EY can help

Toward an AI just transition for older generations

It’s incumbent on governments and businesses to deliver an AI just transition for older generations, ensuring they have the skills, access and confidence to thrive. But the upside is to unlock societal benefits – from improved wellbeing and reduced isolation to enhanced economic participation and more resilient public services – and prevent deeper digital exclusion as AI becomes increasingly embedded in everyday life. 

Download the PDF

PDF (2 MB)

Summary

As AI becomes embedded in everyday life, older generations are often overlooked in discussions about adoption and impact. New global research of 60-85-year-olds shows that, while familiarity and usage vary widely, many older people already engage with AI – often positively – particularly for learning, health and everyday tasks. The findings challenge assumptions of resistance, revealing curiosity alongside concerns about privacy and where to begin. With the right support from policymakers, educators and businesses, an inclusive approach to AI adoption can enhance independence, wellbeing and connection, delivering social and commercial benefits.

Related content

As AI moves from advice to authority, who defines its limits?

Find out how the use of AI is shifting from assistive to autonomous, led by the choices of everyday people.

Joe Depa + 1

How can we upskill Gen Z as fast as we train AI?

An inside look at how literate Gen Z is in AI; how Gen Z understands and uses AI. Learn more.

The Better Heroes podcast: exceptional human stories on social impact

Learn how you can mitigate the impact of climate catastrophe, global unemployment, food insecurity and social inequity.

    About this article

    Authors

    Contributors

    Related topics
    Corporate responsibility
    AI

    EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.