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CareAR is the How in the “Now”

Driving Service Experience Transformation with ServiceNow®

CareAR extends the capability of ServiceNow Customer Workflows with an AR and AI platform that deflects calls and dispatches, increases agent and technician competency, and improves customer experiences.

ServiceNow CareAR mobile
Knowledge 22 Sydney

CareAR at Knowledge 2022

We showed the world how to transform ServiceNow workflows with augmented reality!

CareAR and ServiceNow for FSM, CSM, and ITSM

 

CareAR’s SXM platform integrates seamlessly with ServiceNow CSM, FSM and ITSM, allowing CareAR to be launched from Chat Bots, via a simple button click within the agent workspace, or by a field tech on their mobile device. Clients or field techs follow AR-enabled step-by-step instructions while CareAR computer vision validates the work performed, or desk agents and remote experts collaborate with onsite personnel via AR-enabled visual tools.

Faster Time to Resolution

Gain instant visual context – spend time solving the problem versus assessing the situation

Higher First Time Fix Rates

Get faster resolution powered by the annotation toolbox

Deflect Costly Dispatches

Increase remote resolutions and decrease unneeded dispatches through visual assistance and guidance

Knowledge Transfer

Reduce your skills gap and make experts more accessible to more junior field resources or contractors

Better Customer Experience

Raise customer satisfaction and NPS through unmatched quality, service, and capabilities

Lower Carbon Footprint

Eliminate or reduce truck rolls while lowering your carbon footprint and saving money
ServiceNow on Mobile

Faster Time to Resolution

Gain instant visual context – spend time solving the problem versus assessing the situation

ServiceNow Customer Service

Higher First Time Fix Rates

Get faster resolution powered by the annotation toolbox

ServiceNow laptop

Deflect Costly Dispatches

Increase remote resolutions and decrease unneeded dispatches through visual assistance and guidance

ServiceNow Reduce Skills Gap

Knowledge Transfer

Reduce your skills gap and make experts more accessible to more junior field resources or contractors

Better Customer Experience

Better Customer Experience

Raise customer satisfaction and NPS through unmatched quality, service, and capabilities

ESG Carbon Footprint

Lower Carbon Footprint

Eliminate or reduce truck rolls while lowering your carbon footprint and saving money

CareAR at Knowledge 2022

ServiceNow’s marquee annual event returned this year with in-person and digital experiences around the globe. CareAR was ever present, sharing how we enhance ServiceNow’s digital workflows with visual AR and AI to deliver on average 50% improvement in problem diagnosis, deflected on-site dispatches, reduced resolution times, worker productivity, and customer satisfaction.

Diagnose and Direct

  • Easily launch CareAR directly from ServiceNow
  • Works on standard devices like smartphones, tablets, and wearables… no special equipment needed!
  • Diagnose problems more efficiently, resolve more issues remotely, ensuring correct parts are ordered the first time, and improving compliance.
ServiceNow Desktop Customer Service

See and Solve

  • Use a rich stack of annotations and tools that “stick” on the AR-based live video stream, even when the device moves.
  • Using visual direction and computer vision, each engagement is personalized providing the exact assistance and direction that is needed in real time.
  • Diagnose problems more efficiently, resolve more issues remotely, ensuring correct parts are ordered the first time, and improving compliance.

Capture and Share

  • Instantly capture snapshots and live video of CareAR sessions.
  • Automatically embed the information within the case or work order, which can easily be utilized for future issue solving, training and knowledge management.
  • Organizations can leverage this captured content as proof of work completed and to optimize training.

Diagnose and Direct

  • Easily launch CareAR directly from ServiceNow
  • Works on standard devices like smartphones, tablets, and wearables… no special equipment needed!
  • Diagnose problems more efficiently, resolve more issues remotely, ensuring correct parts are ordered the first time, and improving compliance.

See and Solve

  • Use a rich stack of annotations and tools that “stick” on the AR-based live video stream, even when the device moves.
  • Using visual direction and computer vision, each engagement is personalized providing the exact assistance and direction that is needed in real time.
  • Diagnose problems more efficiently, resolve more issues remotely, ensuring correct parts are ordered the first time, and improving compliance.

Capture and Share

  • Instantly capture snapshots and live video of CareAR sessions.
  • Automatically embed the information within the case or work order, which can easily be utilized for future issue solving, training and knowledge management.
  • Organizations can leverage this captured content as proof of work completed and to optimize training.

BUSINESS OUTCOMES

Service teams today are challenged with solving problems in increasingly complex situations, especially in light of COVID-19. They want to increase efficiency, reduce operational costs, and improve customer outcomes—all while ensuring employee safety. Together with CareAR, ServiceNow is delivering digital experiences that empower service teams to better solve problems remotely so work can be completed efficiently and safely.

Michael Ramsey

VP of Product Management, ServiceNow

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CareAR and ServiceNow Use Cases

 
Telecom Router Repair AR

Minimize the Skills Gap

Empower remote experts with AR-based see-what-I-see technology to mentor customers, less-experienced field technicians, and contractors.

ServiceNow CSR CareAR

Enhance Customer Experience

Immersive CareAR augmented reality collaboration inspires empathy and ownership that is remembered and shared as a brand differentiator.

ServiceNow Healthcare Smartphone

Efficiency, Safety and Sustainability

Using AR to resolve issues improves first time fix rates, guides workers through challenging procedures, and reduces truck rolls.