Designing Inclusive Crypto-Asset Dispute Resolution A Hybrid AI and Smart Contract Online Dispute Resolution Framework for Vulnerable Users

AI can bridge the expertise gap for vulnerable users: The framework uses AI to help non-technical users understand their rights, organize evidence, and interact with dispute systems through natural language rather than requiring legal or technical knowledge—addressing a key barrier that creates "digital exclusion" despite crypto's promise of financial accessibility.

Human oversight remains essential for complex cases: Rather than automating all decisions, the proposed system emphasizes explainability and human review, particularly for complicated disputes. This hybrid approach recognizes that AI alone cannot reliably handle the nuanced legal and technical issues that arise in crypto disputes.

Smart contracts should have limited, specific roles: The framework restricts blockchain's role to concrete functions like timestamping, escrow management, and recording agreements—not making legal judgments. This prevents over-reliance on automated systems for decisions requiring human judgment and legal expertise.

Accessibility requires deliberate design choices: The paper demonstrates that technology alone doesn't ensure inclusion; the system must be specifically designed with vulnerable users in mind through procedural guidance, clear explanations of how AI decisions are made, and support for users without technical backgrounds.

Cross-border crypto disputes need new solutions: Traditional legal systems struggle with blockchain's borderless nature and technical complexity. A specialized hybrid framework could provide faster, more transparent resolution than existing mechanisms while maintaining fairness protections.