Are Phone Trees That Require Speech Recognition Ada Compliant?
Location: California but question pertains to federal law
So background information I have childhood apraxia of speech and, after many years of intensive speech therapy, I just sound like I have a kind of odd “accent”. I am generally perfectly understandable and most people don’t know I have a disability when they meet me and just think I have an accent. The one place it still holds me back is speech recognition software. I think it’s just that I have a non normative accent (literally never met anyone who talks like me) so they aren’t trained to recognize my speech. It’s not generally a big deal (I just don’t use voice assistants or text to speech), but I DESPISE phone trees that rely on speech recognition because they either don’t work at all or I have to very consciously try to fake an American accent (which I can do, it’s just very challenging) and sometimes they will work. Usually, I just rely on buttons (ie, phone tree says “say pharmacy or press one” and I will press one), but have noticed recently that some companies are getting rid of the button option in favor of speech recognition and it makes them substantially less accessible to me. I know I am not the only person in the world with apraxia of speech and things like dysarthria and brain injuries can also cause speech difficulties and would therefore make these systems inaccessible and a barrier to effective communication. So I have a question: are phone trees that require individuals to use speech recognition ADA compliant? And if so, how?
I don’t intend to start a lawsuit or sue anyone over this issue, it just deeply frustrates me and I am curious about whether or not they are even legal.
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