Architecture
An accessibility layer, not a rebuild
Organizations don't have to replace every legacy system to make the experience accessible. AccessForce creates an intelligent accessibility layer between people and existing systems.
Architecture layers
Citizen / Customer
- Anyone who needs the service
then
Accessible Channels
- Web
- Mobile
- Apple Messages for Business
- RCS
- Voice
then
Agentforce
- Reasoning, actions and guardrails
then
AccessForce Accessibility Layer
- AI accessibility audit
- Plain-language transformation
- Adaptive UX
- Semantic translation & language governance
- Accommodation preferences
- Document understanding
- Accessibility analytics & insights
then
Existing Systems of Record
- Salesforce
- Government systems
- CRM
- Case management
- Legacy applications
Human review checkpoint: the accessibility layer publishes nothing on its own. A named owner approves each redesigned flow before it reaches a single applicant.
The loop back: outcomes become improvements
- 1. Outcomes and aggregate friction signals
- 2. AccessForce Insights
- 3. Approved recommendations
- 4. The experience improves, and AXS reruns
Translation and analytics both sit inside the accessibility layer, so no system of record changes — and no individual answers leave it.
Adoption path
Phase 1
Pilot
One form, one team. Audit it, redesign it, publish it behind a human review step.
Phase 2
Expand
Reuse the same accessibility layer across the forms that share the same systems of record.
Phase 3
Standard
Audit becomes part of how anything new is published, so barriers never ship in the first place.
The legacy system keeps receiving exactly the fields it always expected. The person gets a conversation instead of a 17-page PDF.
AI Fluency Track
AI isn't just answering questions. It's redesigning the experience.
1
Understand
AI analyzes the existing experience: structure, wording, flow and fields.
2
Identify
AI detects accessibility and usability barriers across six categories.
3
Reason
AI determines why those barriers matter and who may be affected.
4
Redesign
AI proposes an accessible alternative, question by question.
5
Personalize
Agentforce adapts the redesigned experience to each person's needs.
6
Improve
Feedback can continuously improve future experiences.