Hilton is partnering with Be My Eyes, an app that connects those who are blind or have low vision with sighted volunteers and, in the case of Hilton, customer service representatives through live video and artificial intelligence.
The partnership is intended to help guests who are blind or have low vision to have a better experience booking and staying at Hilton properties.
Travelers using the Be My Eyes app can receive assistance from Hilton teams to navigate a hotel, including
helping them adjust the in-room thermostat, operate coffee machines, identify window coverings or find the hotel’s meeting
spaces and amenities.
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“As a leading hospitality company, Hilton is committed to
creating an experience that is welcoming for every guest, at every hotel, every
time,” said Mike Gathright, senior vice president of customer excellence and
innovation at Hilton.
“We believe that every guest – regardless of ability or any
other factor – deserves a reliable and friendly travel experience, and we are
proud to partner with Be My Eyes to make that more of a reality for thousands
of Be My Eyes users.”
Hilton first partnered with Be My Eyes in 2023 to train and improve “Be My AI,” an OpenAI GPT-4 language model that powers the Be My Eyes app to enhance its ability to recognize objects and navigate the furniture and fixtures found in Hilton brand hotel rooms. Earlier this year, the partnership expanded to include the development and training of a team of Hilton Reservations and Customer Care agents who can support the organization’s users that need assistance during their stay.
“Our mission at Be My Eyes is to break down accessibility
barriers in everyday life, and this partnership with Hilton is a significant
step along that path, helping travel and hospitality to be much more
inclusive,” said Mike Buckley, CEO of Be My Eyes.
“Hilton is once again leading
by example, and we’re excited to provide the world’s best customer service
platform to help Hilton serve blind and low vision consumers.”
