Core Viewpoint - The report highlights the challenges faced by elderly users when seeking customer service through mobile applications, emphasizing the need for better access to human customer support rather than relying solely on automated systems [1]. Group 1: User Experience Challenges - Elderly users often struggle to find customer service options within apps, leading to frustration when they encounter issues [2]. - Many platforms utilize automated customer service that fails to address the specific needs of older users, resulting in generic responses that do not resolve their problems [2][3]. - The reliance on automated systems can lead to disconnection during conversations, further aggravating the user experience for elderly individuals who may take longer to communicate their issues [2][3]. Group 2: Preference for Human Interaction - Elderly users express a strong preference for direct communication with human representatives rather than navigating through automated menus [3]. - The complexity of automated systems often leads to confusion, as users may struggle to find the correct options to reach human support [3][4]. - There is a notable demand for a more straightforward approach to customer service that prioritizes human interaction, especially for older demographics [5]. Group 3: Industry Recommendations - Experts suggest that companies should balance the use of automated and human customer service to enhance user experience, particularly for older users [5]. - Implementing features like "one-click transfer to human support" is recommended to ensure that customer service systems serve as effective tools rather than obstacles [5].