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 help to its customer support platform — claiming “gorgeous outcomes” from what it is calling Be My AI.
“Our new AI-powered accessible customer support mannequin is producing outstanding outcomes for not solely one of many world’s largest and most modern firms, but additionally for a group of blind and low imaginative and prescient customers,” claims Mike Buckley, Be My Eyes’ chief government officer.
“Be My AI is the customer support gold commonplace for firms that need to help blind and low imaginative and prescient customers, and we’re extremely grateful to Microsoft for his or her management, willingness to associate 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 by way of a smartphone app. Video is streamed from the cellphone, and the volunteer or employees member describes what they’ll see and solutions any questions that crop up. For its customers, the service is invaluable — nevertheless 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 factitious intelligence system analyses visuals and offers text-based responses — not changing the volunteers and employees however complementing them, whereas additionally making the service extra accessible to deaf-blind customers by supporting Braille show methods. Ought to the AI fail to reply a question, the consumer can then be routed by means of to a human as with the unique implementation.
“The big 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 could be built-in into present buyer response methods, as confirmed by Microsoft’s deployment. (📹: Be My Eyes)
“The deep dedication of Be My Eyes to have their product improvement pushed by the lived expertise of blind individuals is really transformative,” Riccobono continues. “Because of this, Be My AI is among the most fun technological help options we have now ever evaluated, and given the preliminary leads to the customer support setting, which has traditionally been a major supply of frustration for blind customers, we encourage each group to guage this outstanding device as an necessary choice.”
Having confirmed the idea in-app, the corporate is now working to maneuver the AI-based know-how 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 pace 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 occupied with working with different firms and organizations to deploy the know-how additional.