Chatbot Accessibility Playbook

Recommendation 4.4.5:
Offer an accessible transition to some form of human support

Benefits Users

Icon for VisualIcon for AuditoryIcon for CognitiveIcon for SpeechIcon for PhysicalVisual | Auditory | Cognitive | Speech | Physical

Icon for StandardRelevant W3C Guidance

Phase 1: Gather & Organize

Icon for User ResearchUser Research

  • Find out what human resources are available and the gaps in accessibility to these resources. If possible, make the transition to these existing resources as seamless as possible. If there is not an accessible human resource, consider addressing that unmet need.

Icon for See AlsoSee Also


Phase 2: Design & Implement

Icon for TipTip

  • Try to collect information about each transfer to a human agent to learn more about potential gaps in chatbot capability or accessibility.

Icon for ExamplesExamples

  • Offer access to a human agent through chat

  • Schedule a call during human agent business hours

  • Send an email to a human agent and CC the user

Icon for AntipatternAntipattern

  • Don’t offer a transition to a human interaction without verifying the accessibility of the interaction medium. Be prepared with an accessible alternative.


Phase 3: Test & Evaluate

Icon for Self CheckSelf Check

  • Users have access to human support in some form.

Icon for TestingTesting

  • Include the transition to human support in testing scenarios


References

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