Mark Worden, NatWest joins us as he shares how natwest has created the worlds first accessible chabot.
Join me and NatWest’s Mark Worden to explore how NatWest designed and implemented the world’s first accessible chatbot.
It might surprise you to learn that one of the most accessible interfaces (conversational AI) is, in some cases, the least accessible part of your website.
How would a blind person use your chatbot? What about someone with a physical impairment which means they can’t use a keyboard?
The reality is that, for some people, a chatbot is an exclusive.
NatWest is the only company I’ve seen to date which is proactively addressing this issue, designing a bespoke chat interface that is WCAG 2.0 compliant.
Mark Worden led the product team that developed this capability and he’s here’s on VUX World to share the results.
In this episode
00:00 Introduction and presenting Unparsed event use VUXWORLD and save 50% or visit the Unparsed website and proceed to the checkout https://unparsedconf.com/
02:55 Welcome Mark Worden
06:09 Where was Cora when Mark joined NatWest?
09:30 Cora’s milestones
11:30 Taking accessibility more seriously
15:52 Becoming an accessible bank by design
18:01 Accessibility limitations of third-party solutions
22:45 The importance of colour contrast
25:53 Qualitative exploration
28:46 ‘Have we forgotten everything we’ve learnt?’
32:44 Tips for making conversational AI more accessible
36:30 Features that help everyone
39:58 ‘Dumb’ the content down
44:48 Generative AI movement
53:13 Outro
