5 ways conversational AI search enhances accessibility and supports inclusive design

With Europe and the United States introducing new accessibility standards that see guidance evolving into legal requirements, with enforced penalties for non-compliance, it's time to start making your digital experiences truly accessible.

Here's how conversational AI search can help you create accessible digital experiences while delivering tangible outcomes for your organization.

Why accessibility matters for digital experiences

Accessibility is about reaching more people and creating better experiences for everyone, regardless of ability, age, or circumstance.

The problem is that traditional website search creates unnecessary barriers. Complex navigation, confusing jargon, and overwhelming results pages exclude people with disabilities, older adults, non-native speakers, and those facing temporary challenges.

When your digital channels are hard to use, you lose potential customers and fail to serve your community effectively.

Conversational AI search changes this by letting people ask questions naturally instead of forcing them to navigate rigid systems. It removes barriers, expands your reach, and demonstrates a commitment to inclusive design that benefits everyone.

What is conversational AI search?

Conversational AI search transforms traditional keyword-based search into an intuitive question-and-answer experience. Instead of forcing users to guess the right keywords or wade through pages of search results, conversational AI search allows visitors to ask questions in their own words and receive clear, direct answers drawn from your organization's content.

Users can ask questions like, "What services are available for new customers?" or "How do I apply for support?" The AI provides direct answers pulled from your website content (including documents), eliminating the need for endless scrolling or guessing keywords. Users can then also ask follow-up questions for clarification or more information.

This technology represents a fundamental shift from just serving links on a page to instant, AI-generated answers based on content you control. This can create ChatGPT-like experiences directly within your website while maintaining security and accuracy standards.

For a deeper dive into what Conversational AI Search is, head over to our other blog – What is Conversational AI Search?.

5 ways conversational AI search improves digital accessibility

Conversational AI search bridges the gap between organizational terminology and everyday speech, making information accessible regardless of users' familiarity with institutional jargon. When someone asks "How do I get help with payments?" instead of searching for complex eligibility criteria, they receive clear, direct answers in language they understand.

This approach particularly benefits non-native speakers, new users, and anyone unfamiliar with specialized terminology.

The technology also supports varying literacy levels by providing answers that can be tailored to user needs, ensuring everyone can access critical information without language barriers.

Traditional search requires users to scan lengthy pages, evaluate multiple results, and piece together information from various sources. Conversational AI search eliminates this cognitive burden by delivering specific answers to specific questions.

This streamlined approach significantly benefits users with cognitive disabilities, attention challenges, or conditions like ADHD.

The conversational format provides a more linear, step-by-step interaction that can be easier for users to follow compared to navigating content-dense pages with multiple pathways and competing visual elements.

Instead of processing overwhelming amounts of information, users receive focused responses that directly address their needs.

The reduced cognitive load helps all users complete tasks more efficiently.

Quality conversational AI search interfaces support multiple input methods, accommodating users with different abilities and preferences e.g:

• Voice-to-text capabilities for users with mobility limitations
• Keyboard navigation for those who cannot use pointing devices
• Compatibility with screen readers for users with visual impairments

These flexible interaction options ensure that physical limitations don't prevent users from accessing information. Someone with limited mobility can use voice commands, while someone with visual impairments can navigate using assistive technologies.

The conversational format also supports different learning styles and preferences, allowing users to engage with information in ways that work best for them.

Effective conversational AI search adapts to individual user needs rather than offering one-size-fits-all content. The system can provide follow-up answers, adjust response complexity based on user questions, and offer additional context.

This personalization particularly benefits users who need extra support in understanding complex processes. They can ask clarifying questions without judgment and receive patient, consistent responses.

Some may prefer this approach instead of calling a help desk for support, which can be overwhelming.

Conversational AI search removes the barrier of needing to understand how websites are organized. Users can find what they need without knowing which department handles their question or where specific information is located within site hierarchies.

This capability particularly helps users who struggle with spatial reasoning, have difficulty processing complex visual layouts, or feel overwhelmed by large websites with multiple navigation paths.

By understanding user intent rather than just keywords, conversational AI search guides people directly to their goals, eliminating the frustration of getting lost in complex site structures.

What outcomes can you expect from conversational AI search?

Improved customer satisfaction and loyalty: Accessible, fast, and accurate answers create a positive experience for every visitor, regardless of ability.

Higher conversion rates: By removing barriers and making content easy to find for everyone, conversational AI search ensures more users can complete their intended actions.

Increased reach and engagement: Conversational AI search helps you reach people who may have been excluded by traditional navigation. This not only fulfills your commitment to inclusivity but also increases your potential user base and overall engagement.

Reduced support costs: When your website is accessible and easy to navigate for everyone, more users can independently find answers to their questions. This reduces the need for direct support, freeing your team to focus on complex cases.

Data-driven continuous improvement: Built-in analytics let you see how users interact with your search. By tracking where users (including those using assistive tech or alternative input methods) encounter challenges, you can prioritize accessibility enhancements.

Reliable, scalable performance: Fast response times and robust integration ensure that everyone can access information quickly and reliably.

Ready to implement a conversational search tool? Here's what you need to consider.

Most organizations implementing conversational search discover a critical reality too late: the quality of AI answers depends entirely on the quality of your search results retrieved. Your conversational search is only as good as your site search.

Without exceptional search capabilities, even the most advanced AI will deliver disappointing results to users seeking information. That's why we power Squiz Conversational AI Search with Squiz Funnelback Search.

Squiz Conversational AI Search

Built on Squiz Funnelback Search with over 25 years of enterprise search expertise, Squiz Conversational AI Search provides the superior search foundation essential for creating truly accessible conversational experiences.

The solution includes conversational readiness tools to prepare your content before implementation, ongoing monitoring to ensure answer quality meets your standards, and content auditing capabilities to maintain performance as your content evolves.

By using Squiz Funnelback Search, you'll also have access to further accessibility controls, including the accessibility auditor. You’ll be able to:

• Automatically check your entire website for accessibility compliance
• Get clear reports showing what needs to be fixed
• See exactly how your site measures against accessibility standards
• Receive step-by-step guidance on making improvements

Squiz Conversational AI Search helps organizations deliver fast, accurate, and accessible answers to users, while maintaining the security and compliance standards your organization requires.

By making it easier for users to find relevant information instantly, without having to navigate complex site structures, organizations can directly support key objectives such as improving user satisfaction, enhancing service delivery, and boosting operational efficiency.

Interested in learning more about how Squiz Conversational AI Search can help you achieve your accessibility goals?

Book a 30-min chat with a Squiz strategy consultant here.