In a groundbreaking collaboration, Microsoft is partnering with Be My Eyes, an innovative app designed for blind and low-vision individuals, to introduce AI-powered customer service for enhanced accessibility. Be My Eyes, established in 2015, connects users with sighted volunteers for assistance. With the integration of Microsoft’s Disability Answer Desk and Be My Eyes’ AI technology, blind or low-vision users of Microsoft products can now independently resolve hardware issues, navigate software updates, and more.
AI-Enhanced Customer Service:
Microsoft’s partnership with Be My Eyes brings forth a revolutionary approach to customer service for the blind and low-vision community. By integrating Be My Eyes’ AI technology, users can now tackle a myriad of tasks related to Microsoft products, from hardware concerns to software installations and beyond, without requiring human assistance.
Be My AI: Transforming Image Descriptions:
Be My Eyes employs an AI tool called Be My AI, utilizing OpenAI’s ChatGPT-4 model. This AI tool enables users to generate accurate descriptions of images they capture, whether it’s a product label or items in a store. The technology’s seamless integration into Microsoft’s Disability Answer Desk amplifies the capabilities of blind and low-vision users, empowering them with newfound independence.
Accelerated Resolutions and User Satisfaction:
Preliminary testing of the AI-powered visual customer service with Microsoft users revealed promising results. Only 10% of users chose to escalate to a human agent, highlighting the effectiveness of Be My AI in resolving queries independently. Furthermore, the AI-powered tool demonstrated efficiency, with users spending an average of four minutes on a call with the AI, compared to 12 minutes with a human agent.
Future of AI in Accessibility:
Microsoft’s foray into AI-powered customer service represents a significant stride in enhancing accessibility for individuals with visual impairments. The successful collaboration with Be My Eyes sets a precedent for leveraging AI technology to create inclusive solutions that empower users and streamline customer service processes.
