We’ve all heard about generative AI (GenAI) making waves in the business world, and there’s no doubt that this cutting-edge tech is transforming how we serve customers and streamlining operations at an impressive rate. But here’s an important question we keep hearing: What about customers with less tech literacy? How do we ensure they aren’t being excluded?

The good news is, GenAI is the ideal tool for creating a more inclusive digital world. Why?

• It’s easier for less tech-savvy users, allowing them to interact intuitively in natural language without the steep learning curve.

• It vastly improves the experience for those frustrated by rigid, impersonal digital systems.

Let us walk you through it. 

The Problem with Traditional Digital Tools

In the past, digital transformation has often meant forcing customers to work within rigid systems designed for machines, not people. From filling out endless forms, navigating complex websites, to talking with chatbot decision trees (yet another form!), customers were pushed into narrow, predefined paths that didn’t always make sense to them. For many, it was frustrating - especially for those who weren’t tech-savvy or had bad experiences with digital tools in the past.

• The Limits of Traditional Software: Most digital processes rely on structured data. Customers are funnelled into predefined categories and workflows, often left to navigate these systems alone, feeling unheard until they finally reach a human adviser—where real personalisation begins. Up to that point, the experience is often cold and impersonal.

• Repetitive, unsynced processes: Even when customers reach a human adviser, they frequently have to repeat what they’ve already shared. Poor hand-offs between systems and advisers result in data not syncing properly, with important details often lost in translation.

How GenAI Changes the Game

GenAI offers something different. It doesn’t rely on forcing users to learn the system — it adapts to how they communicate.

• Human-Machine Translation: GenAI excels at processing unstructured data, acting as a bridge between human needs and machine processes. It translates natural language into data that computers can act on, then back into human language, allowing users to communicate in a truly natural, human way—even when they’re not interacting with an actual person.

• Natural Conversations, Not Forms: Whether chatting, speaking, or texting, customers can engage in free-flowing conversations that feel intuitive, with GenAI-enabled agents guiding them every step of the way.

• Agentic Capabilities: GenAI can orchestrate complex tasks behind the scenes, unlocking more dynamic, personalised workflows. It connects various systems and functions, ensuring that customers’ unique needs are met seamlessly.

The Future: Personalisation Throughout the Journey

One of GenAI’s greatest strengths is its ability to personalise every interaction throughout the customer journey. No longer limited by rigid options, customers can explain their needs in their own words and get responses that are tailored to them.

• A More Inclusive Experience: For those with lower tech literacy or those who’ve been frustrated by traditional digital tools, GenAI is a friendlier alternative. They can engage in organic, conversational interactions at any stage of their journey.

• Efficiency: GenAI-powered application’s scalability means customers can access services 24/7, getting their questions answered at any time and as many times as they need. Firms can serve customers better without breaking the bank.

• Seamless Human hand-off: When appropriate, GenAI can seamlessly hand over to a human adviser, ensuring that customers get the right blend of AI-driven efficiency and human expertise.

So what: GenAI as a Bridge to Inclusivity

AI doesn’t have to leave anyone behind. In fact, GenAI presents a unique opportunity to create more inclusive, user-friendly experiences for everyone, especially those who’ve struggled with traditional digital systems. By providing natural, human-like conversations and reducing the friction of interacting with technology, GenAI ensures that every customer - regardless of their tech skills - feels supported and empowered.

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