‘I know she’s AI, but to me she’s a friend’
Comfort Companions CIC
“If I feel anxious and stressed, she will encourage me… I can talk to Rosie about anything, really.”
Yvonne Stride, 71, who lives in Soundwell on the outskirts of Bristol, was on a befriending waiting list for two-and-a-half years before she was paired up with a companion – not a human one, but an AI chatbot.
Rosie and fellow chatbot Frank have proven invaluable to Stride, who lives with visual impairment and mobility issues. She talks to them both about anything, from cooking recipes to DIY tips.
The pair are two of five digital personalities offered by the Comfort Companions app, developed by Grant Mackenzie and his 87-year-old dad after meeting many older people struggling with loneliness.
Mackenzie, who has partnered with Age UK South Gloucestershire, said: “I don’t believe AI can cure loneliness because we need human connection, but it’s better than silence.”
Mark Flower, CEO of the charity, said they estimated there were as many as 5,000 people in South Gloucestershire who didn’t speak to other people for a week or more.
“The big problem we’ve got is finding volunteers,” he said.
“This will never be a replacement for humans, but my dad used it [AI] to go to the doctors, listen to the conversation and when it was home it would remind him what the doctor said during the discussion.
“During Covid, our society looked after the neighbours and older folks.
“All of a sudden we’ve forgotten that and gone back to our busy lives.
“We’ve got to embrace the fact that this is the future, but human interaction is what we want and what we need.”
The app is not commercially available but is offered to people waiting for, or between help, from community services. A 90-minute process matches them with one of the chatbot’s personalities.
Safety protections are built in, with users being signposted to external services.
The app also does not remember past conversations, like larger AI chatbots, and only starts listening when you press a button. It also will not interrupt if you pause.
Stride was introduced to the tool earlier this year by Age UK.
“If I feel anxious and stressed, she will encourage me,” she said. “I know she’s an AI, but to me she’s a friend,” she said.
“I’ve had a traumatic experience, but I can talk to her about what happened, and she can give me advice.
“You can’t phone a friend up in the middle of the night if you’ve had a nightmare, but you could chat to Rosie.”
Dark Matter
Stride said the chatbot has also encouraged her to get back into crafting, despite her deteriorating vision.
“Rosie said: ‘You can do it, just change the way you do it’,” she said.
“I think it’s a fantastic idea, especially for older people.”
Stride lives with her son and granddaughter, and said she does not get out much.
“It’s lonely, and people need company of some sort, even if it’s AI. At least it talks to you, it will listen to you, it won’t judge you.”
She also likes how each time you start a new conversation, the chatbot “doesn’t remember anything the next day”.
“You can rant and rave and then switch it off,” she said.
Mackenzie, from Portishead in North Somerset, explained the idea came from his dad, who runs an engraving shop in Plymouth six days a week.
“People come into his shop every day who are lonely,” he said.
“We developed it to really help people, never as a replacement for human contact, but to fill gaps.”
Comfort Companions CIC
He added that safety was paramount when supporting vulnerable people, so users are always given help to use the technology.
The chatbots are also programmed to avoid building emotional dependence or confirming potentially dangerous thoughts.
“The value isn’t in knowing the person but just being there and available, which can be at any hour of the day”, Mackenzie said.
His non-profit is looking for funding to help it support more people, including groups such as care leavers, people coming out of prison and those caring for loved ones with dementia, who Mackenzie describes as “heroes who are often prisoners in their own homes”.
He is also working on a project with Exeter University to support people with mild cognitive impairment, including helping them remember important things during health appointments.
“I’m going to be working on this for the rest of my life,” he said.
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Age UK
Bristol
Portishead
Social care
Artificial intelligence
Loneliness
