How AI can help to bridge the digital divide and tackle inequality

After reading Pamela’s powerful post Digital privilege is real: how Aotearoa must harness AI and inclusion for all, I’ve been reflecting on just how urgent and important this issue really is.

That same urgency came up in a group discussion I took part in recently about the barriers to delivering digital accessible services - a topic I’m really passionate about. I’ve spent many years advocating for fair and equitable access to public services for everyone and managed to make this part of every role or contract I held within the New Zealand public service. The NZ Government Web Standards are my favourite reference whenever I encounter a proposal for a service, app, or website that risks excluding certain users.

It’s been a couple of weeks since that conversation, and I’ve been thinking about how AI can help accelerate improved access to services and support greater participation in democracy. Pamela’s points about gender gaps, connectivity challenges, and biases in AI sparked me to think more about how we can practically harness AI to help bridge these divides.

Digital technology has the power to connect us, create opportunities, and improve lives. Yet, not everyone has equal access to the digital world. This gap, known as the digital divide, can leave behind those who are already facing challenges. Fortunately, artificial intelligence (AI) has the potential to open new doors for digital inclusion and is helping to reduce inequality.

What is digital inclusion?

Digital inclusion means making sure everyone can use digital technologies, regardless of their background, age, ability, or where they live. It covers more than just having an internet connection or a device. True inclusion also means having the skills, confidence, and opportunities to take part in the digital world.

The role of AI in digital inclusion

AI is already making a difference in several ways:

1. Improving accessibility

AI-powered tools are helping people with disabilities use digital services. For example, screen readers, speech recognition software, and live translation services make online content available to those who are blind, have low vision, or have reading difficulties. Tools such as Microsoft’s Seeing AI, Google’s Live Caption, and Apple’s VoiceOver are practical examples. AI can also generate captions for videos and translate websites into various languages, making information easier to access for everyone.

2. Personalised learning and support

AI is used in adaptive learning platforms like Duolingo and other educational tools. These platforms tailor digital education to suit the needs and pace of individual learners. This supports people who may struggle in traditional classrooms, such as those with learning differences or adults returning to education. By analysing learning data, AI can suggest resources, provide instant feedback, and help learners stay motivated.

3. Breaking down language barriers

Many people are excluded from digital services because of language. AI-powered translation tools such as Google Translate and Microsoft Translator help people access information, government services, and job opportunities in their own language. This is especially important in communities where multiple languages are spoken, and these tools use advanced neural networks for real-time translation.

4. Expanding access to essential services

AI chatbots and digital assistants are making it easier for people to get help with health, banking, or public services, even in remote areas. For instance, the World Health Organization (WHO) has used chatbots to provide health advice, and many banks use AI chatbots for 24/7 customer service. These tools often use simple language and are available outside normal working hours, making services more accessible to all.

AI tools can also help in rural communities and for under-represented groups in tech, like women and Māori or Pasifika communities - groups that Pamela also highlighted as at risk of being left out.

5. Fighting inequality with AI

AI can also help to find and address inequalities. By analysing data, AI can spot gaps in access to healthcare, education, or jobs. Policymakers can use this information to target resources where they are needed most. For example, organisations like the United Nations and World Bank use AI mapping tools to identify areas with poor internet coverage or schools lacking digital resources. This knowledge helps governments and organisations make better decisions about where to invest in infrastructure or training.

Challenges and responsibilities

While AI offers many benefits, it is important to make sure it does not increase inequality. This means designing AI systems that are fair, transparent, and respect privacy, following guidelines from organisations such as the European Commission and OECD. It also means involving people from different backgrounds in the creation of AI tools, so that everyone’s needs are considered. There is an ongoing risk that AI, if not designed inclusively, could deepen existing divides, so careful management and oversight are essential.

Looking ahead

AI is not a magic fix, but it’s a powerful tool in the fight for digital inclusion and equality. If we combine it with the kind of intentional inclusion Pamela talks about, like investing in local solutions and insisting on diverse voices at the table, we can close the digital divide for good. By harnessing AI thoughtfully and ethically, we can build a fairer, more connected world.