Artificial intelligence is advancing at lightning speed—and depending on who you ask, it’s either thrilling or already overwhelming. A recent study from Cisco and the OECD highlights a key challenge: AI adoption among older users remains notably low.
This isn’t a small hiccup. It’s a meaningful generational divide that’s influencing how quickly AI becomes part of everyday life and business operations. More importantly, it’s a signal that one-size-fits-all AI strategies risk alienating a large segment of customers.
A Generational Divide You Can’t Ignore
The research shows a clear split in how different age groups view artificial intelligence. People under 35 are largely enthusiastic—more than half actively use AI, and over 75% say they find it useful. In contrast, adults over 45 tend to be far more cautious, with more than half reporting they haven’t used AI at all.
Among users over 55, the resistance isn’t driven by fear or dislike. It’s driven by unfamiliarity. You see it in small but telling moments—hesitating before engaging with a chatbot, then immediately searching for a phone number instead. For many older users, the reaction isn’t “I hate this,” but rather, “I’m not sure how this works.”
That distinction matters. The study on AI acceptance by older users suggests the challenge isn’t opposition—it’s confidence. Many older adults simply don’t feel comfortable using tools they don’t fully understand.
Making AI Feel More Approachable
The encouraging news? This generational gap in AI adoption is fixable.
If your business uses AI in any customer-facing role, you’re already encountering this issue—whether you realize it or not. When AI feels impersonal or confusing, older users are more likely to disengage, abandon transactions, or avoid digital channels entirely.
This goes beyond user experience. It impacts trust, revenue, and long-term brand loyalty.
Rather than removing AI, businesses should focus on usability, clarity, and accessibility. Practical steps include:
- Using plain, human-friendly language in AI interfaces and chatbots
- Making it easy to reach a real person when needed
- Offering brief explanations or prompts that clarify what the AI does
- Avoiding excessive automation in sensitive customer interactions
- Testing AI tools with mixed-age groups—not just digital natives
Small adjustments like these can significantly increase confidence and comfort for older users.
Turning the Challenge Into an Advantage
Understanding older users’ AI adoption isn’t about waiting for everyone to catch up. It’s about meeting people where they are today.
As the population ages, older consumers will continue to represent strong purchasing power and long-term brand loyalty. Businesses that address the AI comfort gap now can position themselves as more trustworthy, inclusive, and user-friendly.
In the end, improving older users’ AI adoption isn’t about convincing people to love technology. It’s about building familiarity and designing AI experiences that feel supportive—not intimidating. Companies that get this right won’t just keep pace with AI trends—they’ll bring more customers along with them.
