Accessibility in chatbots

Many businesses use chatbots to provide customers with fast and efficient service. The chatbot can provide support to both individuals and companies by simulating human communication using automated dialogues or artificial intelligence.

Companies can save money and individuals can order tables at a restaurant or order taxis in an easier way. In the long term, many believe that chatbots could be able to help with almost all kinds of services and become a natural part of interpersonal conversations in a chat. But do the implementations work for everyone?

As far as we know, no one has made a structured study of how accessible the implementations of chatbots are, says Lena Drevsjø, accessibility expert at Funka's Oslo office. We would like to increase the knowledge around this topic.

The goal of the project Funka now commences together with the Norwegian Tax Agency and IAAP Nordic is to increase the knowledge about how chatbot implementations work for people with disabilities and find out what opportunities there are for improvement.

In the project, we will examine how some selected implementations of chatbots work from an accessibility point of view. The selection is made together with the project partners and aims to cover the needs of the public and private sector, industry and users.

We are currently conducting a market research on how chatbots are implemented not only in Norway but also in other countries. To get more perspectives into the project, we need your help! Whether you have already implemented a chatbot or if you are thinking of doing so, we ask you to fill out a simple survey. You may be anonymous, but if you want your implementation to be investigated within the framework of the project or if you are interested in our results, you are welcome to provide your contact information.

The survey will be open until May 31.

Survey on chatbots, opens in new window


Funding: BufDir UnIKT (Norway)
Consortium: Funka (project manager), the Norwegian Tax Administration and IAAP Nordic
Period: 2019
Budget: 280 000 NOK

Contact

Susanna Laurin

Title: Chief Research and Innovation Officer

susanna.laurin@funka.com (Susanna Laurin)

+46 8 555 770 61 (Susanna Laurin)