Accessibility and inclusion for the deaf in customer service. Qorus-NTT DATA Innovation in Insurance Awards 2025
BrazilCategory
Social, Sustainable & ResponsibleKeyword
Customer acquisition & loyalty, Customer experience, Customer service, Transformation, Targeted-niche offerings, ESG & Sustainability, Automation, AccessibilityBusiness Line
AssistanceDistribution Channel
Online / Direct
Innovation presentation
Driven by the goal of promoting digital inclusion and accessibility, the project developed features tailored to support deaf users. Highlights include accessible technologies such as live chat and video calls with Brazilian Sign Language (Libras) interpreters, improving the efficiency of self-service channels. There is a urgent need to overcome the limitations of the TDD (Telecommunication Device for the Deaf). The deaf community highlights its inaccessibility and outdated nature, making it ineffective as a service tool. Implementing a chat and video call system emerges as a modern solution, aligned with current technologies and the demands of everyday life.
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