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Home Blog How to Improve Call Center Customer Service With AI
According to Zendesk, 70% of CX leaders believe chatbots are becoming skilled architects of highly personalized customer journeys. Additionally, 56% of CX leaders are already exploring new generative AI vendors for their CX tools.
June 6, 2025
Customer service expectations have shifted.
Your customers want faster answers, personalized support, and seamless experiences.
And, traditional methods simply can’t keep up.
That’s why leading organizations such as Microsoft are now implanting innovative AI solutions, such as those from Be My Eyes, and are already seeing dramatic improvements in resolution times, agent satisfaction, and customer loyalty.
In this blog, we’ll explore the common call center inefficiencies, how AI addresses them, the growing need for accessibility and more.
Customer expectations continue to change. Rapidly.
Consumers are increasingly demanding faster resolution times, more personalization, accessibility and choice.
In fact, 80% of consumers say speed, convenience, knowledgeable help and friendly service are the most important parts of customer experience – PWC
A modern, accessible customer experience must reflect this new reality:
Omnichannel, On-Demand Support: Customers want to connect in the way that works best for them – whether that’s visual (video-based support), audio (live or synthesized voice), chat (text-based), or any combination. This flexibility is especially critical for people who are disabled.
If a blind user needs to identify a medication label, or a deaf customer wants to troubleshoot a service issue, your support platform should be equipped to meet them where they are, instantly.
Assistive Technology Compatibility: A truly accessible support experience means seamless interoperability with screen readers, screen magnifiers, voice commands, alternative input devices, and other assistive technologies.
Contextual Continuity: When customers switch channels, from AI chat to live agent, for example, they should not have to start from scratch. For customers with disabilities, the burden of repetition can be particularly fatiguing and discouraging. Accessible support solutions preserve context across interactions, enabling smoother transitions and reducing frustration.
Privacy: Respecting user privacy is central to a dignified experience. Your customers demand and deserve control over how their data, voice, and images are used, and the ability to escalate to a human at any time.
The majority of call centers were built traditionally for a world of landlines, limited hours, and one-size-fits-all scripts. However, due to changing technology and evolving customer demands, these call centers now often fall short in productivity, customer satisfaction, and accessibility.
When support channels aren’t designed to work for everyone, you create a dual-class service model that limits inclusion, loyalty, and brand trust. Fixing these inefficiencies builds equity into the core of your customer service operations.
Let’s explore a few of the core inefficiencies holding traditional call centers back:
Long Wait and Handle Times: Lengthy queues and time-consuming issue resolution frustrate customers and drain agent resources. For customers with disabilities, these long waits can become even more inaccessible, leading to drop-offs or failed service attempts.
High Agent Turnover: Call center employee turnover ranges between 30% and 45%, driven by high stress, limited advancement opportunities, and burnout from performance pressure and overwork. (Source: Nextiva)
Burnout is common in high-volume environments with poor tooling. Agents expected to triage complex issues, especially without visibility into accessibility needs, are more likely to struggle and leave.
Friction for Users of Assistive Tech: Many service interfaces such as voice menus, chatbots and mobile apps typically aren’t optimized for screen readers, keyboard navigation, or voice control.
Currently, the global AI market for call center solutions is valued at around USD $2 billion. However, this sector is expected to experience significant growth, with projections estimating its worth will exceed USD $10 billion by 2032. (Fortune Business Insights)
Artificial intelligence provides a structural solution to the persistent inefficiencies of traditional call centers by reimagining how support is delivered – efficiently, accessibly, and intelligently.
Where long wait times once created friction and fatigue, AI-powered virtual agents like Be My AI™ can instantly resolve common issues – such as password resets, device errors, or form clarification, often in under a minute. For customers with accessibility requirements, this immediate, self-directed support is transformative, allowing them to resolve needs independently without waiting in queue or relying on sighted assistance.
AI also solves for inconsistent, siloed service across channels.
Instead of resetting the experience every time a user switches from chatbot to human agent.
For example, if a blind user begins an interaction by submitting a photo, that image and any AI-generated guidance carry through seamlessly if the issue is escalated. This reduces cognitive load, eliminates redundancy, and ensures every agent interaction starts informed.
Additionally, when it comes to agent turnover, AI lightens the load.
Rather than asking agents to triage every ticket or sift through fragmented systems, AI serves as a digital teammate that filters out routine cases, surfacing next-best actions, and providing image and transcript context for escalated cases. This reduces burnout, accelerates onboarding, and enables agents to focus on high-value, empathy-driven conversations. Empowered agents are more effective and more likely to stay.
Perhaps most critically, AI dismantles access barriers for users who rely on assistive technologies.
Unlike outdated IVRs or inaccessible chat tools, accessible AI solutions are designed from the ground up to support screen readers, voice navigation, keyboard-only use, and multilingual interaction. Visual AI tools like those found in Be My Eyes’ Service AI allow blind and low vision users to simply upload a photo of a product, label, or document and receive instant, descriptive feedback – no sighted assistance required.
AI creates a customer support experience that is faster, fairer, and built for everyone.
AI is a diverse ecosystem of solutions that can be tailored to specific customer experience goals. The key for modern organizations is choosing the right blend.
Here are the most impactful categories of AI to consider:
Multi-Modal AI: These systems process and respond to multiple input types – voice, text, and image. This makes them more adaptive to how customers communicate. For example, a blind user can upload a photo of their food packaging, and the AI can read the ingredients out loud. Or, a customer with limited motor function can use voice commands instead of typing.
Customer service representatives using AI chatbots save up to 2 hours and 20 minutes daily, allowing them to focus on more complex issues. (Hubspot State of AI)
Assistive AI: These tools are specifically built to support users with disabilities by aligning with assistive technologies and inclusive design standards.
Features to look for:
Interoperable AI: These solutions integrate directly into your existing CRM, CX, or contact center platforms, ensuring agents and systems can work together seamlessly. Look for solutions with open APIs and native integrations with platforms like Salesforce, Genesys, Zendesk, or Five9.
These AI solutions don’t just reduce per-ticket costs or improve agent productivity.
They raise the baseline for what good customer service looks like; making it more accessible, more personalized, and more human.
The Be My Eyes Customer Accessibility Suite is built for a new era of accessible support.
When Microsoft implemented the Be My Eyes Customer Accessibility Suite they saw a 75% increase in capacity to support more customers through Service AI, a 47% reduction in average handle time, and more. Read the case study here.
It’s the only CX solution built from the ground up to serve the needs of blind and low-vision users, while delivering enterprise-grade efficiency, scalability, and compliance. It features 3 core components that form a modular, powerful, and accessible ecosystem:
Service AI™: Service AI is a cutting-edge visual AI chatbot that solves up to 90% of common inquiries without human intervention. It interprets images submitted by customers and responds with actionable support. It’s purpose-built for blind and low-vision users, but enhances service for everyone dealing with visual, complex, or hard-to-describe issues. It gives users the option to escalate to a human agent when needed, passing all image and conversation context.
Service Connect™: When a human touch is needed, Service Connect steps in – bridging users and support agents through a one-way video and two-way audio call. The agent can “see through” the customer’s phone camera, enabling highly visual tasks to be handled quickly and empathetically. This reduces onboarding and triage times, boosts agent satisfaction and increases customer loyalty.
Service Directory: The Service Directory is the customer-facing, in-app entry point to your support experience. It’s a customized company profile within the Be My Eyes app Easy access for nearly 900,000 blind and low-vision users across 180+ languages. It helps brands meet customers where they are and reinforces brand reputation for accessibility.
What makes the Be My Eyes suite unique is our intentional use of AI and human service together. AI handles the fast, visual, and repetitive tasks while human agents can handle the complex, nuanced, or emotional ones.
No user has to repeat themselves. No image is left unexplained. No call is unsupported.
Whether you’re a global enterprise or a single-market innovator, this is the future of inclusive CX.
Ready to get started? Request a FREE demo today.
