Voice AI should be a great equalizer. For customers who can't easily type, navigate complex websites, or read small text, voice offers a natural alternative. But too often, voice AI is designed for an imaginary "average" user excluding millions who don't fit that mold.
This guide shares our framework for truly inclusive voice AI design.
Categories of Accessibility Needs
Speech and Language Differences
- Accented speech: Non-native speakers, regional accents
- Speech impairments: Stuttering, dysarthria, apraxia
- Cognitive differences: Processing speed, vocabulary levels
Hearing Differences
- Hard of hearing: May need slower speech, clearer enunciation
- Deaf/late-deafened: May use relay services or text alternatives
- Auditory processing disorders: May need simpler sentence structures
Cognitive and Neurological Differences
- Memory challenges: May need repetition, confirmation
- Attention differences: May need shorter, clearer paths
- Learning disabilities: May need plain language, patience
Inclusive Design Principles
Principle 1: Design for the Extremes
If your AI works for someone with a strong accent and speech impediment, it works for everyone. Design for edge cases, and the middle takes care of itself.
Principle 2: Offer Multiple Paths
Not everyone can speak clearly. Offer alternatives: "You can say it, spell it, or press a number." Some users need options.
Principle 3: Embrace Repetition
Never punish users for asking to repeat. Never express impatience. "Of course, I'll say that again" should feel genuine, not grudging.
Principle 4: Use Plain Language
Avoid jargon, complex sentences, and ambiguous phrasing. What's clear to you may be confusing to others.
Implementation Checklist
Accessibility Features:
- Extended timeout for responses (no rushing)
- "Repeat that" always available and natural
- Speed adjustment ("Can you speak slower?")
- Alternative input methods (spelling, keypad)
- Clear escalation to human ("I'd like to speak with a person")
- Relay service compatibility (711)
- Plain language review of all scripts
- Testing with diverse users including PWD
"When we designed for our customers with disabilities first, our satisfaction scores went up across ALL customer segments. Turns out, everyone likes being treated with patience and clarity."
Accessibility Lead Major US Bank
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