Customer Service
Accessibility audit and content remediation
Scan customer-facing content (website, emails, documents) for accessibility compliance issues. Generate remediation suggestions for alt text, contrast ratios, reading level, and screen reader compatibility.
50–70%
reduction in accessibility audit time
Opportunity assessment
Negligible commercial impact. Saves time at the margins but won't move the needle on revenue or profit.
Relatively straightforward. Off-the-shelf tools handle the core task. Implementation is well-understood with good examples to follow.
Minimal data complexity. Works with whatever is readily to hand. No special data infrastructure needed. Most businesses can start immediately.
Low risk. Limited external exposure. A human reviews output before it reaches anyone outside the team.
Light people impact. A new tool slots into an existing workflow. Minimal training needed. Most people will adapt quickly.
Tooling required
Things to consider
AI can generate alt text for images, simplify complex language, and identify contrast and structure issues automatically. The quality of generated alt text is now good enough for most commercial use.
Accessibility legislation is tightening in most jurisdictions (EAA in the EU, ADA enforcement in the US). Automated scanning reduces the cost of compliance but doesn't replace expert audit for complex cases.
The commercial case extends beyond compliance — 15–20% of the population has a disability. Improving accessibility directly expands your addressable market.
Experiment starter: Run an automated accessibility scan on your top 20 website pages. Prioritise the issues by severity and page traffic. Use AI to generate fixes for the most common issues (missing alt text, poor contrast) and have a developer implement them. Re-scan after 2 weeks.
Go deeper in the playbook
Section — Opportunity Identification, including the AI Opportunity Assessment ScorecardSection — The Experimentation FrameworkThis is an augmentation opportunity — see the relevant playbook section for how to approach it.More in Customer Service
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AI Transformation Playbook
Ready to assess your own opportunities?
The playbook gives you the full 150-opportunity directory, scoring tools, and 100+ templates for every stage of an AI transformation programme.