The Americans with Disabilities Act has served a critical role in advancing accessible and equitable communications for deaf and hard of hearing individuals. But as companies race to automate their customer service operations in recent years, many are inadvertently creating new barriers for deaf and hard of hearing people. Leaders can lean on the vision and spirit of the ADA to create more inclusive and accessible customer service programs in this era of AI.
has served a critical role in advancing accessible and equitable communications for deaf and hard of hearing individuals. The ADA has expanded the required use of sign language interpreters, mandated closed captioning on television, and has compelled access to telecommunications systems.
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