Bridging the Digital Divide: An AI-Powered Accessibility Assistant for Inclusive Access to Public Services
Toleukhanova, Zarina · Zenodo (CERN European Organization for Nuclear Research) · 2025
The paper presents the concept of an AI assistant aimed at increasing the accessibility of digital public services for vulnerable groups of the population: the elderly, migrants, low—income citizens and linguistic minorities. The assistant uses multilingual natural language processing, step by step procedure guidance, and explicable AI mechanisms to help users navigate complex government processes with minimal digital skills. The article describes the architecture of the system, discusses its social impact, and examines the contribution of human-centered design to reducing digital inequality.