Right, let’s dive into something really important: making sure everyone can use AI-powered customer service. I recently had a brilliant chat with Cerys, who’s been doing amazing work in the accessibility space, specifically focusing on how we can leverage things like chatbots and natural language processing (let’s just call it ‘X’ for short as Cerys does) to improve customer service for all, regardless of ability. Her insight? It’s not just about ticking boxes; it’s about creating genuine, inclusive experiences.
We started by unpacking the core issue: X-enhanced customer service is fantastic… if you can use it. If you’re visually impaired, a purely visual chatbot is useless. If you’re hard of hearing, video-only support is a no-go. That’s pretty obvious, isn’t it? Cerys pointed out that businesses can often focus more on reducing costs, rather than actually improving things for customers in practical, useful ways. We need to focus on making sure we are actually helping, not just giving the impression of helping.
So, how do we design X-driven systems that are genuinely accessible? Cerys had a few key pointers. Firstly, consider visual impairments. Think about screen reader compatibility. Are the chatbots properly tagged? Can screen readers navigate the options easily? Colour contrast is crucial, too. Avoid relying solely on colour to convey information. This means thinking about the simple act of picking colour combinations in a whole new way – things like making sure there’s enough contrast between text and the background. The main thing here, Cerys was keen to point out, is that you test with actual users. Don’t assume you know what works; get feedback from people with visual impairments. This is so important!
Next up: hearing impairments. Cerys stressed the importance of offering multiple communication channels. A chatbot might be fine for some, but others might prefer a text-based live chat or even email. Ensure that any video content has accurate captions and transcripts. Thinking about voice input? Make sure it’s compatible with assistive listening devices and offers alternative input methods, such as typing.
But it’s not just about visual and hearing impairments. Cerys highlighted other accessibility needs, such as cognitive disabilities. Simplicity is key here. Use clear, concise language. Avoid jargon and complex sentence structures. Break down complex processes into smaller, manageable steps. Provide ample instructions and visual aids. Allow users to control the pace of interaction. Let them pause, rewind, and replay information as needed. One of Cerys’ specialities is thinking about how users with autism might use systems, and they might have different or additional requirements to be met.
We then moved onto thinking about using “X” to generate new business, which is where Cerys’ real expertise shone through. “It’s about building trust,” she said. “When customers see you’re genuinely committed to accessibility and inclusion, they’re more likely to choose your brand.” This also opens you up to a far broader market reach, so there’s a tangible business incentive in being inclusive, and it doesn’t need to come at the expense of other business goals like efficiency.
Cerys suggested using X to create personalised self-service options. For example, a chatbot could guide users through complex processes based on their individual needs and preferences. This not only improves customer satisfaction but also frees up human agents to handle more complex issues. She also flagged how important it is to understand who you’re targeting with the support and what they would actually like to use. A new AI system isn’t necessarily going to be any good just because it’s new; you have to know what your customers need, and how they like to engage. Think about the best way to connect, what channels they prefer and how you can provide good information in a way that’s clear and useful.
We rounded things off by talking about empathy. Cerys emphasized that X-driven customer service shouldn’t just be about automation; it should be about empathy. Develop tools that can detect customer frustration and offer genuine help. Focus on improving resolution rates and customer satisfaction, not just cost reduction. Because the cost of a poor experience with a customer with additional requirements is often higher than the costs saved on making a cheaper, less capable system.
To sum up, designing accessible AI-powered customer service involves understanding the diverse needs of your customers, designing with accessibility in mind from the outset, and constantly seeking feedback to improve your systems. It’s not just the right thing to do; it’s also good for business. By embracing inclusivity, you can expand your market reach, build a positive brand image, and ultimately create better customer experiences for everyone.
