The AI Edge Cases That Break Customer Trust, Robin Christopherson, AbilityNet (#47)
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The AI Edge Cases That Break Customer Trust, Robin Christopherson, AbilityNet (#47)
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For someone who is blind, being treated as a robot by a CAPTCHA for using a keyboard instead of a mouse is a frustrating barrier.
Put a similar obstacle in a mortgage application or a pension service, and the consequences could extend well beyond an unread webpage.
Robin Christopherson MBE, Head of Digital Inclusion at AbilityNet, joined Sam Kendall on Regulated Digital to discuss how AI can improve access to financial services, and where it can exclude the people who need them.
Robin regularly uses AI to navigate inaccessible services, yet still encounters barriers in the systems surrounding it. His experiences show why firms need to test the whole customer task, from the first identity check to the help available when something goes wrong.
Learn more: https://www.mailock.com/blog/ai-accessibility-financial-services-robin-christopherson