CareAR is the How in the “Now”
Driving Service Experience Transformation with ServiceNow®
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
CareAR News
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AR powered game changer for Service Delivery at ServiceNow’s Knowledge 2021
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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.
CareAR and ServiceNow Use Cases
Minimize the Skills Gap
Empower remote experts with AR-based see-what-I-see technology to mentor customers, less-experienced field technicians, and contractors.
Enhance Customer Experience
Immersive CareAR augmented reality collaboration inspires empathy and ownership that is remembered and shared as a brand differentiator.
Efficiency, Safety and Sustainability
Using AR to resolve issues improves first time fix rates, guides workers through challenging procedures, and reduces truck rolls.