Microsoft’s mission is to empower every person and organization on the planet to achieve more. As part of that mission, Microsoft Disability Answer Desk (DAD) was created for customers who need technical support by multiple channels of communication, such as phone, chat, or American Sign Language, and now live video and AI support through Be My Eyes. The Challenge & Objective The Challenge Contacting customer support through traditional channels isn’t always ideal for blind or low-vision customers. Describing an issue that cannot be seen adds a whole layer of complexity, resulting in long handle times, frustration and the potential of poor customer satisfaction levels. The DAD wanted to address these challenges head on. The Objective The desire to address the challenges led to Microsoft identifying some very clear criteria to measure success. Microsoft wanted to connect with blind and low vision customers and provide an efficient and accessible support channel that would improve the impact of their traditional support experience. Increase customer satisfaction Help customers faster Get insights on accessibility issues The Solution By implementing Service Connect and Service AI from Be My Eyes, Microsoft customers who are blind or low vision can now connect directly to the DAD team using their smart device camera, allowing the problem to be viewed more accurately, in real-time and as a part of the call. Seeing the problem first hand allows the DAD team to resolve the request more quickly and more accurately and at the same time improving the overall customer experience and ultimately the satisfaction scores The initial service request by the customer, from the Be My Eyes app, connects them to the Be My Eyes Smart Agent, an AI-powered virtual agent trained on Microsoft products. The goal of the Smart Agent is to resolve the majority of requests immediately, without any human intervention. Results The results and impact have been astounding. On average, Microsoft’s blind and low-vision customers can now resolve their technical issues in half the time compared with traditional voice-only support through phone, and with fewer call backs from the DAD. 61% User requests resolved solely by the Be My Eyes Smart Agent 47% Reduction in average handle time 58% More likely to resolve on first call 75% Increase in capacity to support more customers through Service AI 5% Uptick in customer satisfaction scores With the help of the Be My Eyes platform Microsoft now offers blind and low-vision customers direct access to a customer support channel that is accessible and efficient for them. ”It is wonderful having a knowledgeable person who can view my screen through my camera and describe what is going on!” “This service through Be My Eyes is invaluable for those of us living with sight loss, thank you Microsoft” Download the PDF version of this Case Study
