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Transforming the Service Experience 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.

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K23 Booth CareAR

CareAR at Knowledge 2024 • May 7-9, 2024 • Las Vegas, NV

When ServiceNow and CareAR are together it results in a stronger workforce, productive companies, and happy customers. At Knowledge 2024, CareAR will showcase how AI-powered and AR-enabled digital work instructions meet the demands of a changing customer support market.

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CareAR and ServiceNow for FSM, CSM, and ITSM

 

CareAR’s SXM platform integrates seamlessly with ServiceNow’s FSM, CSM, and ITSM. The platform allows 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. Additionally, desk agents and remote experts can collaborate with onsite personnel via AR-enabled visual tools.

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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

CareAR News

 

CareAR at Knowledge 2024

May 7-9, 2024
Las Vegas, NV

This year at Knowledge 2024 CareAR will showcase how our AI-powered and AR-enabled digital work instructions transform the customer experience. Now integrated into ServiceNow’s FSM and CSM, AR-based remote support and self-solve digital instructions with AI and 3D models are available at a click from your work order! With CareAR and ServiceNow, you can help shift your service left with remote collaboration calls, guided work instructions, and more. Let us be your partner in your service experience management initiatives.

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Diagnose and Direct

  • Easily launch CareAR directly from ServiceNow
  • Work on standard devices like smartphones, tablets, and wearables. No special equipment needed!
  • Diagnose problems more efficiently
  • Resolve more issues remotely
  • Ensure correct parts are ordered the first time
  • Improve compliance and quality assurance
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.
  • Utilize visual direction and computer vision. Each engagement is personalized providing the exact assistance and direction that is needed in real-time.

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.
  • Simply leverage this captured content (videos, pictures, data) 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

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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

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.

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Quick Demo: CareAR and ServiceNow Better Together

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