The ethics of using virtual assistants to help people in vulnerable positions access care

People in vulnerable positions who need support in their daily lives often face challenges in receiving timely access to care; for instance, due to disabilities or individual and situational vulnerabilities. There has been an increasing turn to technology-mediated ways to improve access to care, which has raised ethical questions about the appropriateness and inclusiveness of digitalising care requests. Specifically, for people in vulnerable positions, digitalisation is meant to facilitate requests for access to healthcare resources and to simplify the process of navigating the healthcare system. In a multidisciplinary research project, we examined the use and value of a ‘sensitive’ virtual assistant that can accommodate different needs of target groups through inclusive design, adaptive technology and artificial intelligence. This paper presents empirical findings from focus groups with care recipients and caregivers about the sensitive virtual assistant and relates the findings to five larger ethical issues associated with the use of virtual assistants in healthcare settings and care practices more generally. It highlights the risk that, even with the inclusion of target groups in the design of digitalised care assistants, some people may benefit significantly less than others.