Technology is Served: One Senior Community's Use of Artificial Intelligence
Robots assist with dining duties and other tasks
Older communities are often left out of the artificial intelligence conversation — but Ingleside, a Washington, D.C.,-based series of senior communities, is changing that by utilizing technology for staff processes, communication channels and with residents.
In 2018, Ingleside introduced Amazon's Alexa, a virtual assistant technology, to address resident accessibility and disability challenges. The Alexa Project allowed residents to ask about daily activities, mail status and contact other residents.
The resident's response to Alexa was mixed. Its innovative system, like anything new, had a learning curve. Yet the organization saw potential for how technology could support, and have a potential positive impact, on the humans it reached.
The Alexa Project was an ongoing study with Indiana University, with results published in a 2020 paper titled "Alexa is a Toy: Exploring Older Adults' Reasons for Using, Limiting, and Abandoning Echo." While the study was thorough in its research and solutions, its tone contrasted with Ingleside's perspective on innovative technology. Yet, it foreshadowed future work with senior communities. After the Alexa Project, Ingleside shifted focus to business technology and digital transformation.
AI Use at Ingleside
Today, Ingleside uses artificial intelligence for staff and residents. It implements applications including text-to-speech, content generation for newsletters and activities, personalized communication and digital safety training. The organization also uses AI-enabled tools to guard against phishing campaigns plus AI coaches for staff training. Residents navigate Cubigo, a portal that hosts information, activities and communication.
"A lot has changed since [2018]," Dusanka Delovska-Trajkova, Ingleside's chief information officer says. "We've learned that it is beneficial to find processes that are manual and repetitive and try to fix those [with AI]. That will produce better service and better resident and staff satisfaction. Many AI-empowered tools improved. Specifically, ChatGPT changed how Ingleside residents and staff use AI."
Still, Ingleside believes it's best to not set high expectations with AI to better serve the majority of their residents. But, there's still room for resident-focused innovation.
A new implementation to Ingleside's community can be found serving up artificial intelligence — and the occasional dinner tray. It's the dining and cleaning robots Ingleside uses to support its on-site staff.
Dining Robots Offer Help and Entertainment
Ingleside introduced dining robots to their residents in December 2020 due to staffing challenges during COVID-19. Named Bruno and Daisy, the robots are used for busing and meal delivery, powered by a combination of AI (artificial intelligence) and LIDAR (light detection and ranging) technology to sense, respond to and navigate challenges.
Some residents are technology-savvy and use AI tools independently, which supports the response to newer innovations with potential learning curves. Others find technology — like Ingleside's robot addition — a support system for staff members, too.
"I'm a former physician and I used to spend a lot of time at meals worrying about the effects of heavy trays on young shoulders and elbows," Helen Smits, M.D., says. "Robots are a great solution — they allow serving staff to focus on learning the complex skills involved in interacting with residents. We all benefit as a result."
The robots collaborate with the staff to help clean up after residents in communal areas, eliminating the need for staff to tackle mundane tasks. Instead, they can rely on customer service and engaging with the Ingleside community.
"As you can imagine in senior living, there are a lot of assistive devices used, so they are very well trained in that area," Delovska-Trajkova says. "They can determine if somebody is not only a person, but if somebody's assistive device is around it. And they find shortcuts."
The robot's ability to navigate physical challenges is an improvement made over the years. The Ingleside team also receives statistics in response to the robot's day-to-day movements, including distance traveled, and amount of weight carried.
"There is this excitement to say, 'Oh, I want the robot to bring my food!'"
"We have a lot of young people as our servers, and they always take the time to really engage with residents," says Liz Keller, Ingleside's resident technology engagement manager. "I think our residents started to see the robots as little server assistants, little helpers. There is this excitement to say, 'Oh, I want the robot to bring my food!'"
But the robots are more than an efficient process — they are also entertainment for the community and staff. Some even dress up Bruno and Daisy for holidays.
"The dish robots are a source of amusement because [they] play a musical tune and do a little back-and-forth dance when they encounter another robot at their station," Ingleside resident Christine Windheuser says. And, if they are left too far from their charging station they pop up a sad message saying "I am lost!"
Emerging AI Uses
Ingleside continues to educate staff and residents about AI and technology.
"We really think about [AI] as a broader tool, connecting residents and staff with information," Keller says. "Companies are already offering similar services to other industries, but forget about senior living. So we try to wave the flag and get people to see us and recognize us: 'Come on board to support our seniors as they age with this fabulous technology already out there in other industries.'"
In the future, the retirement and assisted living community plans to use passive technology sensors to accumulate residents' daily living patterns and get input about dining preferences and nutritional value. The organization is also piloting a fall detection program to support residents faster, in the case of emergency or immediate care.
As for Bruno and Daisy? They'll be around, awaiting the holiday garb chosen by their human friends and colleagues, navigating the best possible path forward.
