Digitalising with Care to Strengthening Social Connection and Wellbeing (ARC Linkage Project externally led by QUT) (2026-2029)
Abstract
As digitalisation accelerates across Australian service sectors, loneliness is emerging as a critical social issue, particularly among vulnerable populations. This project addresses the unintended social consequences of digital transformation by partnering with an aged care contact centre to develop tools that help staff identify and support lonely clients in service calls. Combining a detection algorithm with simple, human-centred interventions, the project strengthens opportunities for connection in everyday service interactions. The outcomes of this project aim to embed social care into digital service delivery, improving outcomes for clients, supporting frontline staff, and informing responsible digital innovation across the industry.
