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Home Blog The Future of AI in Accessible Customer Service for Blind and Low‑Vision Customers
Customer service is being rapidly reshaped by artificial intelligence, and one of the biggest opportunities is making support more accessible.
November 25, 2025
For blind and low‑vision users, traditional support channels are often inaccessible and fall short.
Aside from the difficulties of often just finding the right contact number, imagine trying to describe a visual issue over a phone call, struggling to navigate a complex app interface with a screen reader, or waiting for specialized help.
The customer service experience for blind and low-vision consumers is usually extremely frustrating. However, thanks to the latest advancements in AI technology, this is starting to change.
Let’s explore how…
AI-powered virtual agents can now interpret visual information (in detail) for blind customers. For example, Microsoft’s Disability Answer Desk uses an AI assistant (Be My Eyes’ “Service AI”) to understand a user’s queries and provide step-by-step guidance via a chat interface. The AI can process images and interface screenshots, then return detailed, accessible explanations, all within seconds. In the instances that the AI can’t solve the query, the customer is routed directly to a live agent who can see through their smartphone camera.
For a blind or low vision user, AI that can “see” means they no longer need to verbally describe problems or depend on guesswork. They can simply share a photo or screenshot of the issue, and the AI will interpret it and walk them through the solution right then and there.
This all results in a much smoother, faster and far more accessible support experience. In Microsoft’s example, Service AI resolved 61% of user requests on its own, which helped reduce average handling time by 47% and increase support capacity by 75%
We touched briefly on this above but even with powerful AI, there will always be situations where a human touch is needed. When AI alone can’t resolve the issue, the next layer of support is equally important, and it needs to be fully accessible.
Service Connect (another component of the Be My Eyes Customer Accessibility Suite) enables a one-click live call with a support agent that includes one-way video and two-way audio. In practice, this means the customer’s smartphone camera streams video to the agent, while both parties can talk to each other.
The agent is essentially able to see through the customer’s eyes (via their camera) and provide immediate accessible guidance.
This is ideal for hands-on troubleshooting.
For example, a customer service agent might guide the user to find a lost button on a device, read out an inaccessible serial number, or navigate a TV menu all in real time.
This dramatically reduces support resolution times and increases customer satisfaction.
AI makes support proactive and highly personalized, which is especially valuable for customers with accessibility needs. Modern AI systems can analyze usage patterns and context to anticipate when a user might need help and then offer it before the user even asks.
In addition to this is AI’s ability to tailor its communication style in real time, creating more human-like and empathetic interactions. Generative AI and natural language processing can detect cues from a user’s behavior or tone and adjust responses accordingly.
These hyper-personalized, empathetic AI interactions can make a huge difference for someone who often encounters barriers in other parts of life. It helps the customer feel heard and understood, rather than battling yet another obstacle.
Making customer service inclusive is, in fact, a legal requirement in line with many regulations, including the European Accessibility Act and the Americans With Disabilities Act.
For companies required to comply with the legislation, remote assistance services such as ‘Be My Eyes’ can help meet customer support obligations and plug compliance gaps for products and services that are difficult to change and for when things go wrong.
Beyond compliance, companies that prioritize accessible support are sending a signal that they value all customers, which improves brand perception not just among disabled customers but among the public at large. In a very real sense, accessible customer service is good business.
AI has the potential to level the playing field for customers who conventional support channels have historically underserved. A blind person shouldn’t have to struggle harder or wait longer for help than anyone else, and with today’s technology, they don’t have to.
Companies that start to prioritize accessible support now will stand out as champions of customer care, build deeper loyalty and future-proof CX operations.
And, the tools to make this happen are already here, thanks to solutions like the Be My Eyes Customer Accessibility Suite – including Service AI, Service Connect, and Service Directory.
If you’d like to get started in delivering accessible customer support experiences ahead of 2026, with the help of the latest technology, then get in touch with our team today. Complete your details here to request a free demo, and we’ll walk you through how our solutions can work for your business and specific use cases.
