With the growth of e-commerce in recent years, the use of chatbots has become necessary to facilitate consumer service at all stages of purchase. But, considering that 18,6 million people in Brazil have some disability, according to the IBGE, it is essential to implement good practices to generate inclusion in this contact
Just like in physical spaces, online support needs to offer accessibility features. Understanding the target audience of an e-commerce is necessary to adapt the chatbot to the needs of the customers, paying attention to all forms of diversity so that information is widely accessible. Therefore, to have a more inclusive chatbot, different age groups should be considered, genders, ethnicities, physical or mental disabilities, sexual orientations and religions
The first step is to conduct an analysis of the company itself and its consumers; надалі, make the necessary changes to ensure inclusive contact. Provide training to employees to be prepared and attentive to any type of assistance, as well as maintaining personalized communication, are some examples, explain Leidiane Jardim, Client Director ofNeoAssist.
To begin, a simplified and intuitive interface ensures a smoother and more objective navigation; projects that use 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 text size. Integrating audio description and audio transcription tools is also crucial for a truly inclusive relationship
Okay, still, train the chatbot AI with a wide variety of cultural data, from different social and linguistic contexts, what can ensure more appropriate answers.
Another important factor is customer feedback. Incentivizing them is necessary to identify what other changes need to be made. From this feedback, companies understand how to maintain the best relationship between consumers and the customer service team, complements Leidiane
