In a bid to offer a better customer service experience to visually impaired users, Microsoft recently announced a partnership with Be My Eyes, a company dedicated to helping visually impaired individuals perform everyday tasks. Through this collaboration, Microsoft aims to integrate the Be My Eyes digital visual assistant tool, known as Be My AI, into its Microsoft Disability Answer Desk.
The Be My AI tool utilizes OpenAI’s GPT-4 vision model to generate descriptions of images, such as providing instructions for setting up a new computer or reading product labels. The AI-based natural language conversations facilitate context-specific, advice-based guidance to assist users in resolving technical issues or performing various tasks.
According to Be My Eyes, the Be My AI tool has demonstrated remarkable efficiency in resolving inquiries from visually impaired Microsoft users. During a recent testing phase, the tool successfully resolved queries in an average time of four minutes, significantly less than the average call time with human agents. Moreover, only 10 percent of users opted to speak to a human customer service representative after interacting with the AI tool.
Jenny Lay-Flurrie, Microsoft’s chief accessibility officer, expressed her pride in being the first company to integrate Be My AI into its customer service offerings through the Disability Answer Desk. She emphasized the innovative, fast, and efficient approach that the integration brings to disabled customers seeking assistance from Microsoft. Lay-Flurrie highlighted the power of combining Microsoft’s expertise with the innovative solutions from Be My AI, ultimately empowering independence for people with disabilities.
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Be My Eyes CEO Mike Buckley also announced that the company is beta-testing its AI tool with other corporations, including Sony, Procter & Gamble, and Hilton. The expansion of the AI tool into partnerships with these well-known brands indicates the potential for broader impact in improving the daily lives of individuals with low vision or blindness.
Brad Lightcap, the COO of OpenAI, also praised the collaboration with Be My Eyes, acknowledging the significant enhancements that the AI models have brought to the daily lives of people with low vision or blindness. The relationship between OpenAI and Be My Eyes underscores the importance of leveraging advanced technologies to support individuals with visual impairments.
Microsoft’s partnership with Be My Eyes is part of the company’s ongoing commitment to improving accessibility across its products and services. Earlier this year, at its annual Microsoft Ability Summit, the company introduced the Accessibility Assistant for Microsoft 365. This feature is designed to notify users in real time when they are creating inaccessible content, further demonstrating Microsoft’s dedication to creating inclusive and accessible technology solutions.
Microsoft’s collaboration with Be My Eyes represents a significant step in leveraging cutting-edge technologies to enhance the daily lives of visually impaired individuals. The integration of the Be My AI tool into the Disability Answer Desk exemplifies Microsoft’s commitment to providing efficient and accessible customer service for all its users, regardless of their visual abilities. With the continued development of innovative solutions and partnerships, Microsoft is well-positioned to further advance its accessibility efforts and make a meaningful difference in the lives of individuals with disabilities.
