Artificial intelligence can remove barriers for people with disabilities, but only if inclusion is part of the design from day one. From boosting productivity to supporting independence, here’s how inclusive AI is transforming services, workplaces and everyday life.
For many disabled people, technology has been a barrier rather than a bridge. A website that fails to work with a screen reader. A job platform that penalises candidates for not making eye contact. But when artificial intelligence (AI) is developed with inclusion at its core, it has the potential to reverse that pattern. AI can simplify complex tasks, personalise content, and support fairer, more accessible experiences across workplaces
These opportunities were the focus of a recent Capita-hosted webinar, AI and inclusion: Breaking barriers and inspiring inclusion in work and learning, where experts from Microsoft, techUK and Capita shared practical examples of inclusive AI, and what it takes to translate ambition into impact.
Reducing cognitive load: Giving everyone a fair start
One of AI’s clearest benefits is reducing everyday barriers, especially for neurodivergent employees. Tiina Stephens, Digital Director at Capita, described how Capita introduced Microsoft Copilot, an AI assistant, to a group of staff including colleagues with ADHD, autism, and dyslexia. The aim was not just to test the tool’s functionality, but to explore how it could support different working styles.
The feedback was clear. Copilot helped employees summarise meetings, draft communications and organise to-do lists. One user noted a 30% time saving on complex tasks. Others spoke of reduced anxiety and improved focus as AI helped them to structure their day in a way that felt manageable. For neurodivergent staff, this was more than a productivity boost. It was about confidence and parity. AI provided a “starting point” for written work, helping users overcome blank-page pressure, and allowed them to work at the same pace as their peers.
From audio to access: Smarter support for deaf users
AI is reshaping how deaf and hard-of-hearing people access spoken information in real time. Platforms such as Microsoft Teams and Zoom have already made meetings more inclusive through live captions, but those systems depend on cloud connectivity. As Hector Minto, Director of Commercial Accessibility at Microsoft, noted, this creates both practical and privacy challenges, particularly for organisations with strict data controls.
However, recent advances have started to close that gap. Windows 11 now includes AI-powered live captioning that works entirely on the device. Users can press a single key to generate real-time subtitles for any audio, whether it is a video, a Teams call, or even in-person speech picked up by the microphone. No internet connection is needed, and no data leaves the device. This is a significant improvement for users who work in secure or low-connectivity environments, such as government offices or remote field locations.
Work is also underway to develop AI that can interpret sign language through camera input and respond with spoken language or vice versa using avatars. Even though this is still in its early stages, these innovations point towards a future where AI can support more natural, two-way communication between deaf and hearing individuals.
Seeing differently: AI for vision accessibility
For those who are blind or have low vision, AI is unlocking new ways of interacting with the world.
During the webinar, the panel highlighted Be My Eyes, an app that traditionally connects blind users with volunteers for visual assistance. Now, powered by AI, the app can describe images instantly, such as listing the contents of a cupboard or identifying a product label, without waiting for a human responder. This is possible because Be My Eyes contributed real-world user scenarios to help train the AI. The result is a system built with real accessibility needs in mind, not just generic data.
Equally, Microsoft’s Seeing AI app goes even further. It reads documents aloud, identifies people, detects colours, and recognises currency. These tools do not claim to replace human experience, but they do extend independence - giving people control over their environments in everyday moments.
Simplifying information: Making content work for everyone
Nimmi Patel, Head of Skills, Talent & Diversity at techUK, discussed how AI can help make complex information more accessible to a wider range of people. For example, a UK council co-developed an AI tool with a local group of people with learning disabilities. The tool converts policy documents into ‘easy read’ versions, using plain language and images to help users understand key decisions, rights and services.
This approach is particularly relevant for public services. Whether it is training material, a new benefits process, or a legal notice, AI can help ensure everyone receives the same information in a format they can understand. It is not about lowering standards; it is about meeting people where they are.
Remaining accountable: Navigating the risks
AI has clear potential to enhance accessibility, but it must be designed and deployed responsibly. A major concern is bias. If AI systems are trained on limited or non-diverse data, they can underperform for minority groups, including within the disability community. Early speech tools, for instance, often struggled with regional accents, and facial recognition systems were less accurate for people with darker skin tones.
Privacy is another critical issue. Many accessibility tools depend on sensitive personal information, especially in education or healthcare contexts. Organisations must ensure that strong protections are in place, so users feel confident that their data is secure and handled appropriately.
Access is not a feature, it must be built-in
AI has the power to personalise, adapt and enable in ways that were not possible a decade ago. For people with disabilities, that can mean real independence, equal opportunity, and full participation in work and life.
But none of that happens by default. To deliver on its promise, AI must be designed and deployed with care. This means listening to those it aims to support, testing in real conditions, and building with inclusion from the ground up. When accessibility is treated as core infrastructure - not a feature - AI helps not just to accommodate difference, but to empower it.
Ready to make accessibility central to your AI strategy?
Watch the full webinar to hear how experts from Microsoft, Capita and techUK are using AI to remove barriers for disabled people. Get practical insights into building accessible public services, tools and workplaces that work for everyone.
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Justice Onwuka
Senior learning and development consultant, Capita
With global experience in L&D, Justice joined Capita in 2023 to provide value to clients across the public and private sector. He’s committed to helping organisations recognise and harness the multifaceted value of their workforce. With a passion for creating environments where employees thrive, Justice leads the way in developing bespoke, value-driven solutions. By focusing on initiatives that maximise engagement, he ensures each organisation can achieve its goals while empowering its people to reach their full potential.
