Increase Remote Resolutions and Safety
CareAR enables customer service agents or experts to provide a greater and safer customer experience with visual AR assistance and guidance. Instantly escalate interactions so your agents can see what your customers see, ensuring higher remote resolutions and customer satisfaction, while eliminating unneeded onsite visits.
Customers are able to share what they see from their mobile device, while agents can virtually guide them using a digital suite of AR tools to assess and solve their problems, as if they were physically there on-site. CareAR allows agents to spend less time assessing the situation and more time solving the actual problem, which should delight any customer experience.
Increase Remote Resolutions
Deflect costly dispatches by enable agents and experts to virtually see and solve issues remotely
Improve CSAT and NPS
Faster resolutions with less friction create greater experiences and delighted customers
Foster contact avoidance for customers and employees by converting on-site visits to virtual visual visits
Remote Visual Assistance and Safety
Allow remote agents or experts to visually assist on-site customers to “see what they see” through live HD video streaming from their mobile device camera. Digital suite of AR tools can be used to virtually guide customers to more effectively and accurately diagnose and solve their problems, as if they were physically there on-site. Avoid unneeded site visits for achieving greater efficiency of resources and safety due to contact avoidance. Real-time visual context means agents or experts remotely gain instant clarity, therefore spending less time assessing the situation and more time solving the actual problem.
Visual Guidance and Compliance
Enable remote agents or experts to virtually see and visually annotate with anchored AR tools over live streaming video, guiding customers to successfully troubleshoot their issues. Both parties can annotate collaboratively, via live HD video and audio on 3D objects that pin in place. Content of images and recordings, during the service session, can automatically be captured and saved for future reference, proof of work completion and compliance.
ServiceNow Customer Service Management Integration
CareAR integrates with ServiceNow’s Customer Service Management, extending their workflow from enabling Remote AR Calling to Compliance. Provide a frictionless omni channel experience for customers to escalate assistance while enabling remote agents or experts to provide live AR assistance and guidance. Content of images and recordings, during the service session, can automatically be captured and saved seamlessly into the ServiceNow Case or Knowledge Base for future reference, proof of work completion and compliance.
Show your Customers you Care
Michael Ramsey, VP of Product Management ServiceNow
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.