Customer Service Automation
Doctors found a tumor in Tony’s brain when he was a teen, which caused degenerative sight loss. When he was registered blind in his thirties, he struggled to adapt and mostly gave up on being active.
Reported impact
RNIB anticipates that the AI-based Mailings will drastically reduce the time it takes to convert a document. Initial runs have cut conversion time from up to two weeks to as few as three hours now, RNIB estimates.
The Royal National Institute of Blind People (RNIB) works to remove societal barriers for people with blindness and sight loss. It converts clients’ communication into accessible formats, which required writing custom code and hand-fixing mistakes. Doctors found a tumor in Tony’s brain when he was a teen, which caused degenerative sight loss. When he was registered blind in his thirties, he struggled to adapt and mostly gave up on being active. Decades later, though, a friend invited him to train for a 5k and did not give up until Tony agreed. “I never imagined I could run with limited vision. But with the support of people around me, I can do this,” Tony says. He now advocates for other people who are blind or partially sighted to try a sport, including through the Royal National Institute of Blind People (RNIB). He says, "Just because we can’t see or can’t see fully, doesn’t mean we can’t do. We've just got to believe in ourselves, and magic will happen.”
It converts clients’ communication into accessible formats, which required writing custom code and hand-fixing mistakes.
It uses Microsoft Azure AI services to automatically convert documents, from a mortgage application to an explanation of a medication’s potential side effects, into an internal markup tool.
RNIB developed an AI-based solution to streamline and scale up this accessible document service.
That step will further consolidate the disparate processes and increase organizations’ ability to provide documentation in Welsh as well as English.
The Royal National Institute of Blind People (RNIB) works to remove societal barriers for people with blindness and sight loss.
Using Microsoft Azure AI services, RNIB’s new Mailings solution drastically reduces the time needed to convert communications into the different formats to ensure that documents are accessible to the people receiving them.
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