Recommendation 4.1.2:
Request supporting evidence for accessibility claims from vendors if purchasing a chatbot platform
Benefits Users
Visual | Auditory | Cognitive | Speech | Physical
Phase 1: Gather & Organize
Additional Information
- Automated accessibility checkers may offer some insights about the accessibility of a website with a chatbot, but it’s important for an expert to explain and verify the results.
Read More
- An article about accessibility certifications
User Research
- Ask development teams of other chatbots in the same domain (e.g., government services) what chatbot platform they used and what accessibility testing they have performed.
Phase 2: Design & Implement
Examples
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Statement of Accessibility – A document authored by an organization featuring its commitment to accessibility, which accessibility standard it has applied to its product(s), and a point of contact to report accessibility problems.
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Voluntary Product Accessibility Template (VPAT) – A document communicating how an organization conforms to the Revised Section 508 Standards for IT accessibility
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WCAG 2.0 Conformance Claim – A statement describing exactly which parts of a website conform to all or part of a WCAG standard
Antipattern
- Accessibility isn’t a binary, yes-or-no label; a chatbot platform marketed as completely accessible may not have a development team that understands the complexities of user ability. Look for a vendor that demonstrates accessibility testing and improvement as a priority.
Phase 3: Test & Evaluate
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