A practical question from a young family member has prompted Sydney-based platform Babeltext to rethink the accessibility of artificial intelligence, highlighting the ongoing challenges facing billions who interact with technology through basic phones and messaging apps.
Wider access
Babeltext's approach stems from founder David Hayes's realisation that despite advances in telecom automation and smart networks, access to AI-driven services remains uneven globally. Hayes said the trigger was his 13-year-old granddaughter's difficulty using AI on a basic phone. He then considered how many others might be excluded from easy access. According to estimates by GSMA Intelligence for 2025, more than 6.9 billion people use mobile devices worldwide, with most AI interactions now occurring via messaging or voice rather than traditional desktop interfaces.
Human and machine
Hayes identified a key gap: while many telecom networks function intuitively behind the scenes, customer-facing communication often remains rigid. He said the future of AI is not just technical advancement, but an emphasis on more human, contextual interactions. The concept, described as shifting from "answers to actions", addresses the gap between receiving recommendations from AI and actually completing tasks such as purchases or service requests.
Hayes observed that even when AI provides information, users often need help turning answers into actions. For instance, when his granddaughter was recommended a specific phone by an AI system, she still required guidance to complete the purchase. The aim became to combine AI efficiency with human empathy, allowing conversations to pass seamlessly between automated systems and human agents whenever context or emotion matters.
Platform development
Babeltext's recent platform enhancements, secured through partnerships with NEXTGEN Group and Amazon Web Services (AWS), have integrated enterprise-level multilingual support, data security, and AI infrastructure via AWS Bedrock. The platform now offers service in 195 languages and supports a range of messaging channels, including SMS, WhatsApp, Messenger, Web Chat, WeChat, Instagram, Discord and Telegram.
This makes Babeltext one of the platforms aiming to close communication gaps in global customer service and digital accessibility. The system is designed to switch between automated responses and human interaction as needed, addressing both functional and emotional needs in multiple languages.
Inclusion priority
Babeltext's development reflects a broader trend in the technology industry to prioritise inclusion and expand the reach of AI-enabled services beyond users of advanced smartphones. Hayes said that as AI learns to reason and respond across more languages and cultures, the next major challenge is to ensure that technology is accessible across all devices and communities.
The focus is not solely on technological sophistication, but on delivering support that addresses the requirements of users, however simple or complex. The ability to connect with a real person when a conversation demands empathy or nuance is central to the evolving model.
"True connection isn't just about information. It's about action. It's about making sure technology serves people, not the other way around," said Hayes, Founder and CEO, Babeltext.