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Home Blog How AI and Humans Are Transforming Accessibility
Be My Eyes CEO Mike Buckley on the evolving power of human + AI collaboration
July 30, 2025
When we first introduced AI into our platform in 2023, the move was met with a mix of excitement and concern.
Could artificial intelligence, no matter how advanced, ever replicate the warmth, empathy, and intuition of a human connection?
And more pointedly: Would AI replace the millions of volunteers who’ve helped make Be My Eyes what it is?
These questions loomed large as we launched our Be My AI™ feature alongside OpenAI’s GPT-4 vision model. Skeptics wondered if this “virtual volunteer” might make real volunteers obsolete. After all, if an algorithm could interpret images instantly, why would users still call a person?
More than a year later, not only has Be My AI™ revolutionized access to visual information for people who are blind or have low vision, but it’s also increased demand for our human-powered service. Instead of replacing the heart of Be My Eyes (our volunteer community), the AI feature has amplified their impact.
As CEO Mike Buckley put it during a recent appearance on The Vergecast: “Even though the AI sessions have gone through the roof, we’ve also seen that the calls to human volunteers have also gone up. There is this thirst, I think, still for human connection as well as a thirst for consumption under an AI model.”
By giving users the choice, we discovered that artificial intelligence and human kindness can coexist and even reinforce each other. In the sections below, we’ll explore more about Be My AI, how it works, how different situations call for different types of assistance and the business case for accessibility.
Be My AI™ is an AI-driven virtual vision assistant that allows users to take a picture of virtually anything and get a rich, conversational description of what’s in the frame.
Whether it’s identifying a product, interpreting an error message on a computer screen, or describing a painting on the wall, the AI provides users with fast, private, and detailed support. It can read blocks of text in images, recognize faces or objects, and even answer follow-up questions about the scene.
And yet our human-powered model continues to thrive alongside the AI. Despite millions of AI sessions, calls to human volunteers have actually gone up in parallel.
Why?
Because we built the system with user choice at its core. Users are free to choose the AI or a live volunteer for any given request. Each mode has its strengths, and our community has eagerly embraced both.
As Mike explained, “As long as the user has a choice of either kind, we like that… Sometimes people are better than AI, and sometimes AI is better than people.”
From the outset, our integration of AI was designed as an addition, not a substitution.
We didn’t know exactly how things would shake out.
Even internally, there were questions.
One of the biggest learnings over the past year is that different situations call for different types of assistance. Some users turn to AI for its sheer convenience and privacy. For instance, one woman told us she prefers not to use a live volunteer when her kitchen is messy – with Be My AI™, she can get help identifying items or reading labels without feeling self-conscious about a stranger seeing her home.
The AI provides a judgment-free experience; it doesn’t mind if your sink is full of dishes or your hair’s a mess. Similarly, AI is available 24/7 and responds in seconds, which is perfect for quick questions or late-night needs. There’s a certain independence in being able to handle things “solo” with AI – no need to explain or make small talk, just ask your question and get an answer.
On the other hand, human volunteers shine in scenarios that feel more personal or emotional. There are times when what a user really needs is not just information, but connection. Think of asking for fashion feedback
“Does this shirt match my pants?”
An AI can describe colors, but a human can say,
“It looks great on you!”
in a reassuring tone.
Or consider a blind user who’s had a rough day and calls for help troubleshooting a computer issue; the volunteer on the line might offer patience, encouragement, and a friendly conversation that means as much as fixing the problem.
As one blind user pointed out, having a friendly voice on the other end of the call can be “absolutely a game-changer for independence.”
Our hybrid model respects the full complexity of lived experience. It meets people where they are – whether they’re seeking speed or support, clarity or conversation.
Many will try the AI first and, if the answer needs more nuance, seamlessly escalate to a human volunteer. Rather than an “either/or” choice, it becomes a continuous spectrum of service.
If you’re a business leader, product owner, or customer experience executive reading this, now is the time to invest in inclusive design and accessibility. AI and human-centered accessibility solutions can drive brand loyalty, unlock new markets, increase customer satisfaction, and yes, reduce support costs.
Offering accessible experiences will set you apart from competitors and future-proof your services for a diversifying user base. As legislation and public awareness around disability inclusion grow, being proactive is critical. Don’t wait for a lawsuit or a customer complaint to motivate you.
The bigger picture is that accessibility fuels innovation and growth, as we’ve seen with Be My Eyes.
To help you get started, we’ve compiled data and insights into a comprehensive resource: The Business Case for Accessibility eBook. Download this free guide today to explore how designing for accessibility leads to innovation, increased market reach, enhanced brand value, and ultimately better outcomes for everyone. This eBook breaks down the ROI of accessibility with real-world examples and guidance on building an inclusive strategy. Get your copy today and help us make good business accessible.
