Hilton Launches Unique AI-Based Service for Blind and Low Vision Guests in Partnership with Be My Eyes

Hilton, a leading hospitality player, has launched a partnership with Be My Eyes. This application connects blind and low-vision users with sighted volunteers and companies through live video and artificial intelligence. The partnership aims to enhance the accessibility and guest experience for those who are blind or have low vision in the U.S. and Canada.

This industry-first collaboration provides guests AI-powered assistance and dedicated Hilton Reservations and Customer Care support. Be My Eyes users in these regions can now directly connect with dedicated, specially trained Hilton customer care agents who speak English.

Guests can use their smartphones to select the Hilton brand in the “Hotels” category on Be My Eyes’ “Service Directory. “Hilton’s dedicated teams will then assist users in navigating the hotel, including helping them identify and adjust in-room amenities and access the hotel’s facilities, such as bars, restaurants, gyms, or spas.

The service is available across multiple Hilton brand hotels, including Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, DoubleTree by Hilton, and Hampton by Hilton. The partnership is designed to cater to leisure and business travelers who are blind or have low vision, ensuring personalized assistance throughout their stay.

Hilton initially partnered with Be My Eyes in 2023 to train and enhance the “Be My Eyes AI,” an OpenAI GPT-4 language model that powers the app. The aim was to improve the AI’s ability to recognize objects and navigate the furniture and fixtures in Hilton hotel rooms. The partnership was then expanded to include the development and training of a specialized team of Hilton Reservations and Customer Care agents.

In addition, guests can use Hilton’s industry-leading “straight-to-room” digital self-service tools for a seamless experience from check-in to check-out. These tools include digital check-in, a Digital Key to open guest room doors with mobile phones, and digital check-out.

While the partnership with Be My Eyes is a significant step, Hilton continues to work on understanding and accommodating the needs of individuals with disabilities to ensure a consistent and welcoming stay for all guests. Hilton has been recognized as a Top Company for People with Disabilities by Fair360, a Leading Disability Employer by the National Organization on Disability (NOD), and a Best Place to Work for Disability Inclusion in the U.S. by Disability:IN.

Be My Eyes can be downloaded via the App Store on iOS or Android.