Chatbot Accessibility Playbook

Recommendation 4.2.1:
Clearly identify the chatbot as a bot and don’t pretend to be a human

Benefits Users

Icon for CognitiveCognitive


Phase 1: Gather & Organize

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Phase 2: Design & Implement

Icon for Design QuestionDesign Question

  • How will your chatbot indicate that it is not human?

    • Profile images are a way to establish rapport with the user, but they should indicate the non-human nature of the bot. In addition, users with screen readers may not be able to see the profile picture; the chatbot needs to indicate that it is not a human in multiple ways. The chatbot should always announce itself as not human, and the word chatbot should appear prominently in the interface.

Icon for ExamplesExamples

  • “Hi, I’m [name], a computer-based assistant for [task]”

  • “This is [name], an automated support system”

  • “Hello, my name is [name]! I can help you with [task] or [task], or I can connect you with a human customer support representative”


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

  • Does the chatbot introduce itself as a bot?

  • Does the chatbot clearly indicate when the conversation is turned over to a human?

Icon for Ask the UserAsk the User

  • Did the chatbot clearly communicate that it is not a human?

    • This question is subjective; use a Likert scale. This question should be asked post-study.



References

23, 28, 31