3. AI and Access: The Words That Include and the Words That Don't

What happens when a chatbot speaks to you in a way you simply can't relate to? Can language that is designed to help actually exclude the very people who need support most? And when a machine sounds human, what do we lose when it can't behave like one?In this episode, I speak with Dr Doris Dippold from the University of Surrey, whose research examines how we design for rapport between humans and machines, particularly in sensitive healthcare contexts. Her work on a cervical screening booking chatbot reveals how linguistic cues can make or break users' experiences, influencing whether they engage with the technology and the services it provides.We discuss the concept of rapport in human-AI interaction and why it is always simulated; why chatbots designed to feel human-like raise expectations they often cannot meet; how language designed to nudge users can instead feel disrespectful and undermine autonomy; the way language ideology bias in conversational AI reflects the assumptions of developers rather than the needs of users; why current training data tends to represent standard written English while real users talk in far more varied ways; the case for emotional access as a dimension of digital inclusion alongside physical and cognitive accessibility; and why interpretive, human-led evaluation methods need to sit alongside computational metrics in AI development.AI Ethics NowExploring the ethical dilemmas of AI in Higher Education and beyond.A University of Warwick IATL PodcastThis podcast series was developed by Dr Tom Ritchie and Dr Jennie Mills, the module leads of the ⁠ at the University of Warwick. The ⁠⁠⁠⁠⁠⁠IATL module ⁠"The AI Revolution: Ethics, Technology, and Society"⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ module explores the history, current state, and potential futures of artificial intelligence, examining its profound impact on society, individuals, and the very definition of 'humanness.'This podcast was initially designed to provide a deeper dive into the key themes explored each week in class. We want to share the discussions we have had to help offer a broader, interdisciplinary perspective on the ethical and societal implications of artificial intelligence to a wider audience.Join each fortnight for new critical conversations on AI Ethics with local, national, and international experts.We will discuss:Ethical Dimensions of AI: Fairness, bias, transparency, and accountabilitySocietal Implications: How AI is transforming industries, economies, and our understanding of humanityThe Future of AI: Potential benefits, risks, and shaping a future where AI serves humanityIf you want to join the podcast as a guest, contact [email protected].