This article highlights how leaders can use the vision of the Americans with Disabilities Act (ADA) to create more inclusive customer service programs despite the rise of automation. It offers five key recommendations, including designing inclusive experiences from the start, repurposing automation efficiencies for complex needs, offering multiple communication channels, demonstrating socially responsible practices, and involving individuals with disabilities in AI development.
The Americans with Disabilities Act has served a critical role in advancing accessible and equitable communications for deaf and hard of hearing individuals. But as companies race to automate their customer service operations in recent years, many are inadvertently creating new barriers for deaf and hard of hearing people. Leaders can lean on the vision and spirit of the ADA to create more inclusive and accessible customer service programs in this era of AI.
Fourth, they must demonstrate socially responsible practices and highlight them in marketing and customer communications. Finally, leaders should involve individuals with lived experience as a person with a disability in the development of any AI-powered application.has served a critical role in advancing accessible and equitable communications for deaf and hard of hearing individuals.
ADA Accessibility AI Customer Service Automation
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