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Thread: Visual IVR Acessibility
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From: AAA AAA
Date: Fri, Nov 06 2020 2:58PM
Subject: Visual IVR Acessibility
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Has anyone ever worked with accessibility for a visual IVR? If you're
unfamiliar with the technology, this is an option where a customer calls
in, the IVR gives the customer the option to complete a service on a mobile
website as opposed to handling with a customer service representative over
the phone. A text is sent to the customer. When they access the website,
the phone stays connected and gives instructions for each page. The problem
is that there is no way for the IVR to detect that a screen reader is in
use or vice versa. So what ends up happening is that the screen reader
reads over the IVR making both impossible to understand. I'm not a
developer but had suggested to the development team to bring the initial
focus of the screen reader to an element on the page which has empty alt
text. When they tried this, I was told that they received inconsistent
results between iPhone/Android. In some cases the screen reader would start
at the bottom of the page instead of the top of the page where the empty
alt text was present. Aside from simply creating a separate path for
disabled users where the IVR is silent once are not present, do you have
any other suggestions?