AI-Powered Chatbots: Accessibility Best Practices You Need to Know
Last week, I attended the Legal Services Corporation's (LSC) 25th Innovations in Technology Conference (ITC) in Phoenix, AZ. Every year, this event brings together legal professionals, including technologists, legal aid advocates, court personnel, and more, to explore how technology can enhance access to justice. This year, the conference felt like it was fueled by a nonstop buzz about AI: from AI ethics to training AI systems, legal services organizations are eager to adopt this technology, particularly in the form of AI-powered chatbots. While these chatbots wouldn't provide legal advice, they could guide users to various online self-help resources to consider before engaging a lawyer.
For example, during the conference, People’s Law School shared how their AI chatbot, Beagle+, achieved an 80% positive user satisfaction rate within nine months of launch, showcasing the potential of these tools to provide effective, accessible legal resources. Investing in this AI-powered chatbot technology is transformative for the legal sector and for those working in access to justice.
As I attended session after session, I couldn’t help but think about where digital accessibility fits into the development of these chatbots. Having just spoken on a panel discussion about making technology projects accessible for legal aid clients and staff, it was impossible not to connect the dots.
- Are people considering all audiences, including those who use screen readers?
- What about those who are hard of hearing and can’t hear notifications?
With this in mind, I’ve put together key steps and considerations for ensuring that chatbots are accessible to everyone, regardless of their abilities.
Accessibility Essentials for Chatbots
Screen Reader and Keyboard Accessibility
- Prevent the screen reader focus from jumping to the top of the page after users send a response in the chat window. Make sure the focus remains at the right location within the chat to avoid forcing users to manually navigate back. Additionally, test compatibility with screen readers’ jump-to-bottom commands to help users avoid frustrations during long interactions.
- Ensure the main website content is not active or "bleeding through" while the chatbot is open. Focus should remain exclusively on the chatbot until the user exits the conversation.
- All buttons and links should be labeled clearly so users can understand their purpose.
- Create straightforward navigation to minimize confusion for users relying on assistive technologies.
- Active or focusable elements must have sufficient color contrast to make them easily identifiable.
- Notifications should clearly announce the arrival of new messages through both sound and visual cues. For users who are hard of hearing, use noticeable color changes or visual indicators. For blind or low-vision users, incorporate distinct alert sounds.
- Provide detailed alt text for non-text elements like icons or images to ensure accessibility.
- Avoid overusing emojis, as screen readers read out their descriptions, which can confuse users and disrupt comprehension.
- Make open and close buttons clear and intuitive, such as using a prominent and recognizable "X" to close the chat window.
Content Accessibility
- Invest time and resources to ensure that all chatbot-generated content is reviewed by legal professionals to maintain accuracy and relevance. Relying solely on AI without human oversight can lead to misinformation.
- AI systems often perpetuate unconscious biases, including those against people with disabilities. Developers should actively audit AI training datasets and logic to identify and mitigate biases.
- Write chatbot responses in plain language and ensure they are legible. Avoid jargon, use appropriate font sizes, and provide contrast to accommodate users with visual impairments. Also, provide concise summaries of long or complex content to make information more digestible and accessible for users.
- Offer more than just a phone number for additional help. Include an email address or online form prominently displayed on your site for accessibility.
Other Features to Consider
- Implement text-to-speech capabilities to assist users who prefer or require auditory content.
- Include voice command functionality for users who have difficulty typing or navigating with a mouse or keyboard.
- Chatbots can provide translations to serve non-English speakers and those with limited English proficiency.
By addressing these considerations, organizations can ensure that their AI-powered chatbots truly serve everyone who needs them. Accessibility isn’t just a box to check; it’s an essential component of building equitable, user-friendly technology.
References
- UsableNet. AI Chatbot Accessibility Issues From a Blind User’s Perspective
- Accessibility.com. The Downsides of AI and Accessibility
- Horlix. Chatbots and Accessibility: Key Considerations
- FastBots.ai. AI Chatbots for Accessibility: Enabling Inclusivity Across Digital Platforms
- HandTalk.me. The Impacts of Artificial Intelligence on Accessibility
