Assistive service Be My Eyes, which hyperlinks blind and low-vision customers with seeing volunteers and employees, has introduced a partnership with Microsoft to convey synthetic intelligence (AI) picture question assist to its customer support platform — claiming “beautiful outcomes” from what it is calling Be My AI.
“Our new AI-powered accessible customer support mannequin is producing exceptional outcomes for not solely one of many world’s largest and most revolutionary firms, but additionally for a group of blind and low imaginative and prescient shoppers,” claims Mike Buckley, Be My Eyes’ chief govt officer.
“Be My AI is the customer support gold normal for firms that need to help blind and low imaginative and prescient shoppers, and we’re extremely grateful to Microsoft for his or her management, willingness to accomplice on Accessible CX [Custom Experience] options and their assist speaking the advantages of Be My AI to different enterprises so we will advance our mission to make the world extra accessible.”
Launched in 2015, Be My Eyes connects volunteers and employees with blind and low-vision customers through a smartphone app. Video is streamed from the telephone, and the volunteer or employees member describes what they will see and solutions any questions that crop up. For its customers, the service is invaluable — however it additionally struggles to scale, requiring one volunteer or employees member per energetic consumer at any given time.
That is the place Be My AI is available in. Developed primarily based on OpenAI’s GPT-4 imaginative and prescient mannequin, the synthetic intelligence system analyses visuals and gives text-based responses — not changing the volunteers and employees however complementing them, whereas additionally making the service extra out there to deaf-blind customers by supporting Braille show programs. Ought to the AI fail to reply a question, the consumer can then be routed by to a human as with the unique implementation.
“The massive and rising variety of blind and low imaginative and prescient individuals globally, roughly equal to the inhabitants of america, means each firm, non-profit, tutorial establishment, and public sector group has each an ethical and enterprise crucial to higher serve our group,” says Mark Riccobono, President of the Nationwide Federation of the Blind.
The Be My AI platform might be built-in into current buyer response programs, as confirmed by Microsoft’s deployment. (📹: Be My Eyes)
“The deep dedication of Be My Eyes to have their product growth pushed by the lived expertise of blind individuals is actually transformative,” Riccobono continues. “Because of this, Be My AI is likely one of the most fun technological help options we have now ever evaluated, and given the preliminary leads to the customer support atmosphere, which has traditionally been a big supply of frustration for blind shoppers, we encourage each group to guage this exceptional software as an essential choice.”
Having confirmed the idea in-app, the corporate is now working to maneuver the AI-based expertise into third-party customer support platforms — and claims spectacular outcomes from its deployment with Microsoft, primarily based on its “3S Success Standards” metrics: a 90 per cent profitable decision charge; a velocity which solves queries in 4 minutes, on common, in contrast with 12 for a human agent; and excessive satisfaction scores, with the implementation in Microsoft’s Incapacity Reply Desk rated 4.85 out of 5 stars by its customers.
The Be My AI service is now stay on the Be My Eyes app and the Microsoft Incapacity Reply Desk, for answering Microsoft-specific queries; Be My Eyes has confirmed it’s taken with working with different firms and organizations to deploy the expertise additional.