Inclusive Chatbot: How to Adapt Your Service for All Customers

With the growth of e-commerce in recent years, the use of chatbots has become necessary to facilitate customer service at all stages of purchase. But considering that 18.6 million people in Brazil have some disability, according to IBGE, it is essential to implement good practices to generate inclusion in this contact.

Just as in physical spaces, online service needs to offer accessibility resources. Understanding what is the target audience of an e-commerce is necessary to adapt the chatbot to the needs of customers, paying attention to all forms of diversity so that information is widely accessible. Therefore, to have a more inclusive chatbot, audiences with different ages, genders, ethnicities, physical or mental disabilities, sexual orientations and religions should be considered.

“The first step is to make an analysis in the company itself and its consumers; then carry out the transformations that are missing to ensure an inclusive contact. Grant training to employees to be prepared and attentive to any kind of help, as well as maintain personalized communication, are some examples”, explains Leidiane Jardim, Customer Director of NeoAssist.

To begin with, a simplified and intuitive interface ensures a more smooth and objective navigation; projects with the use of appropriate colors and contrasts facilitate reading for people with low vision or color blindness, for example, as well as the customization of the font and size of the text. Integrating audio description and transcription tools are also crucial for a truly inclusive relationship.

It is also worth training the AI of the chatbot with a wide variety of cultural data, from different social and linguistic contexts, which can ensure more appropriate responses. 

Another important factor is customer feedback. Encouraging them is necessary to identify what other changes need to be made. From this return, companies understand how to maintain the best relationship between consumers and the service team”, adds Leidiane.