When Humans Don't Feel Like an Option: Contextual Factors That Shape When Older Adults Turn to Conversational AI for Emotional Support

2026-03-01

AI Summary

This study investigates the specific situational contexts and underlying motivations that lead older adults to seek emotional support from conversational AI rather than from family or friends in daily life. Through semi-structured in-depth interviews with 18 older participants and subsequent thematic analysis, the research offers the first “moment-level” perspective on the dynamic mechanisms governing their choice of emotional support channels. Three key contextual factors emerged: temporary unavailability of human contacts, concerns about burdening relationships or being judged, and the desire to maintain dignity and face through controlled self-presentation. The findings highlight how age-related values of independence and dignity critically shape decisions to engage with AI, providing empirical grounding and design implications for developing context-aware, ethically responsible emotional support AI systems.

Technology Category

Humans and AI: Emotional IntelligencePhilosophy and Ethics of AI: Safety, Robustness & TrustworthinessCognitive Modeling & Cognitive Systems: Social Cognition And Interaction

Application Category

User Modeling, Personalization and Recommendation: Accountability, Transparency, and Ethics for personalizationEconomics, Online Markets and Human Computation: Trust and reliance of crowd workers and data experts on GenAISemantics and Knowledge: Data modeling to support human-machine intelligence, including LLMs agents, intelligent system behavior, explanations, and user-friendly interactions

Abstract

Older adults are increasingly turning to conversational AI for emotional expression. While prior research has examined general attitudes toward AI companionship, little is known about the specific moments when and why older adults choose AI over close others for emotional support. This study addresses this gap by examining the moment-level conditions that shape these decisions in everyday life. Drawing on interviews with 18 older adults, we identify three contextual factors: temporal unavailability of human contacts, relational considerations around burden and evaluation, and self-presentation concerns tied to dignity and face-saving. Our findings reveal how age-related needs for independence, dignity, and valued self-presentation shape these everyday decisions. This work shifts attention from general patterns of AI use to the moment-level circumstances in which emotionally supportive engagement emerges. By foregrounding these situated dynamics, we provide an empirical foundation for context-sensitive responsible AI design and future research on emotional support-seeking in later life.

Problem

• older adults
• conversational AI
• emotional support
• contextual factors
• support-seeking

Innovation

• conversational AI
• emotional support
• older adults
• contextual factors
• moment-level decision-making