Click4Assistance glyph Flower shape graphic Rectangle shape
15 June 2017 | 10049 views

Accessibility in Live Chat Integration

Accessibility in Live Chat Integration

Organisations that design websites, web technologies or web tools should remove any barriers that prevent interaction with or present accessibility issues for people with disabilities; this is known as web accessibility.

W3C have assembled the Web Accessibility Initiative (WIA) to help make the web accessible to people with disabilities by developing guidelines and resources.

“The Power of the web is in its universality. Access by everyone regardless of disability is an essential aspect.” – Tim Berners-Lee, W3C Director and Inventor of the World Wide Web

Developing Click4Assistance for Accessibility

The Click4Assistance solution has previously been developed to address certain aspects of accessibility.

The solution can help visitors with auditory disabilities as they could find communicating with companies via the telephone difficult or even impossible.

Live chat is text based messages that is sent between a representative and a visitor, where they may be much more comfortable reading / typing the interaction, allowing them to have access to staff members and gain the answers they need.

Live chat can be used to reduce language barriers, as international companies can encourage visitors to use chat if their primary language is not the same. Visitors and representatives can take time to read over the responses and if they are struggling to comprehend can use Google Translate in conjunction with the solution. It is also a cheaper option for visitors if they are located in another country, as they will not incur expensive charges as they would with calling the business.

Accessibility in the New Enhanced Solution ‘Experiences’

‘Experiences’ by Click4Assistance has been developed to improve the usability for operators and visitors; a part of this is improving the accessibility for everyone. ‘Experiences’ is a group of customer engagement tools that will help organisation to improve communication with visitors on their website.

Video chat in particular can help a visitor to be connected face-to-face digitally with a representative in real time. The conversation can be in the language the visitor prefers which can include sign language to help people with auditory disabilities, or those who find it easier to converse in this manner to engage fully with a company.

Speech to Text Icon

Most of the tools included in ‘Experiences’ are text based, therefore another type of technology Click4Assistance has been working on is speech to text technology. 

Speech to text takes spoken words and converts them to written messages, using Google’s Cloud Speech API, it recognises over 80 languages and variants.

A feature of the Click4Assistance solution is being able to restrict words from showing in the chat including profanities; the API also lets the company filter inappropriate content from converting into the text results, ensuring there is a consistency across the methods of communication to protect the company user from offensive language.

Live chat and meeting rooms occur in real-time, using the speech to text technology also converts the communication in real-time ensuring there is no delay in delivery. The API’s accuracy improves over time as Google improves.

Conclusion

It is important that people of all abilities have access to the web as it’s such a huge resource that can help them in their jobs, education and life.

Click4Assistance developed each enhancement of the solution with user feedback in mind. Recently we teamed up with Action on Hearing Loss who is improving the methods in which they deliver their services to their visitors online who have auditory impairments. Together with the charity we hope to promote the solution as an accessible communication service.

For more details on the current Click4Assistance software, start a chat to request your free information pack.

To be kept up to date with the latest news with the release of ‘Experiences’, register your details by emailing theteam@click4assistance.co.uk

Author Photo
Author: Gemma Baker
Gemma is the Marketing Executive for UK live chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.

Popular Blogs

The Best Ways to Cross Sell and Upsell with Live Chat Services 20 Dec 2016

The Best Ways to Cross Sell and Upsell with Live Chat Services

“Here is a simple but powerful rule – always give people more than they expect to get.” – Nelson Boswell.

Read more
Rise in Mobile Traffic for Online Retailers Shows the Importance of Live Chat Support 10 Jan 2017

Rise in Mobile Traffic for Online Retailers Shows the Importance of Live Chat Support

The tree is down. The turkey is well and truly stuffed and eaten. And normality has returned, that means we shop online 9 times a week on average! Having a smartphone or tablet handy has led to mobile traffic overtaking desktop for the first time. A major aspect of this was Black Friday and Cyber Monday. With UK online retailers having to take part in Black Friday or risk losing consumers to competitors, many shoppers took to their mobile and tablet to get the best deals.

Read more
Accessibility in Live Chat Integration 15 Jun 2017

Accessibility in Live Chat Integration

Organisations that design websites, web technologies or web tools should remove any barriers that prevent interaction with or present accessibility issues for people with disabilities; this is known as web accessibility.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!