troubleshooting router with AR

CareAR for Telecom

In telecom, connectivity is everything. CareAR’s Service Experience Management (SXM) platform improves connectivity by reducing customer downtime, helping technicians solve issues faster, and to expand service coverage. Use remote assistance, on-demand instruction, and predictive insights to troubleshoot, install and repair equipment as well as train staff.

CareAR for Telecom

In telecom, connectivity is everything. CareAR’s Service Experience Management (SXM) platform improves connectivity by reducing customer downtime, helping technicians solve issues faster, and to expand service coverage. Use remote assistance, on-demand instruction, and predictive insights to troubleshoot, install and repair equipment as well as train staff.

CareAR for Telecom

In telecom, connectivity is everything. CareAR’s Service Experience Management (SXM) platform improves connectivity by reducing customer downtime, helping technicians solve issues faster, and to expand service coverage. Use remote assistance, on-demand instruction, and predictive insights to troubleshoot, install and repair equipment as well as train staff.

Industry Challenge

Improve Customer Service, Connectivity, and Maintenance with AR Visual Support

In telecom, problem solving can be especially difficult without visual guidance, leading to a subpar customer experience. Demand is high but experienced technicians are in short supply. Repeat visits, fierce competition, customer churn, regulatory scrutiny, cyber risk, skill gaps, and complex equipment requiring advanced expertise all add up to insurmountable challenges for telecom companies.

Top Challenges in Telecom Industry

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A shortage of experienced technicians, which puts routine, preventative maintenance at risk and causes increased downtime

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High customer attrition due to unsatisfactory customer service as well as unresolved issues

Field Technician

Field technicians with skill gaps; complex equipment and networks requiring expensive, specialized training, skills, and education

Telecom Chat Blurb

%

of consumers cancel their contracts with their communications service provider (CSP) due to having to call more than once to resolve an issue

Telecom customer leaving contract
Telecom customer leaving contract
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Make Your Telecom Service Experience AR Ready

CareAR allows telecom companies to reimagine their service experience. Techs can use AI- and AR-driven guidance to remotely “visit” more locations, perform routine maintenance, and decrease equipment downtime. Junior techs can connect with remote experts from their smartphones, tablets, or smart glasses for training, product insights, and step-by-step assistance.

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Expand Service Coverage

Use remote visual support to fix more problems than if you had to make an on-site visit, reducing truck rolls. With travel time saved, technicians can service more locations.

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Improve First Time Fix Rates

Use AR-powered visual guidance to remotely diagnose issues before on-site visits, so you can bring the correct parts and tools on the first visit.

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Remote Support and Training

Upskill junior technicians by remotely connecting them with experts who can talk them through troubleshooting and fixing problems. Use CareAR® Instruct for training.

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Reduce Service Costs

Using remote assistance to deflect dispatches, decrease downtime, solve problems on the first visit, and have a well-trained staff all adds up to money saved.

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Telecom Use Cases

 
Phone tower maintenance
Inspection Cell Tower
Inspection and repair telecom
Phone Tower and Cable Company Network Installation
Use remote guidance to help teams install phone towers and cable networks and get them up and running. Junior technicians can use smartphones, tablets, or smart glasses to show experienced techs what they are seeing live. Remote experts can help troubleshoot and give annotated instructions.
Inspection, Repair, and Maintenance
Use AR-enabled and drone assisted real-time video to survey equipment remotely. Use anchored circles, arrows, and text to highlight parts or areas that need attention. Remotely talk field technicians through routine maintenance or repairs. Use CareAR® Insight to predict when a part will need replacing.
Safe Remote Training
Use CareAR® Instruct to keep field technicians’ skills up to date, especially as equipment becomes more complex. Senior techs can train junior techs remotely, and then document and store annotations made during a work session for future use. Capture institutional knowledge from retiring technicians.
Sampath Sowmyanarayan
Sampath Sowmyanarayan

“The CareAR partnership demonstrates Verizon’s commitment to continuous innovation for our customers, employees, and field personnel. Through our 5G and Edge computing, we can deliver advanced AR and AI capabilities via CareAR on standard mobile as well as smart glass and drone devices, that drive even greater efficiencies and experiences not thought possible in the past..”

Sampath Sowmyanarayan,
Chief Revenue Officer, Verizon Business

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Technologies

 

CareAR® Instruct

CareAR Instruct is an augmented reality-based visual support platform that engages customers and employees with visually immersive, step-by-step instructions. Anyone can use standard iOS and Android devices to overlay graphics and text-based guidance on live video, which has been captured by computer vision, to create a context-based experience for each session.

CareAR® Assist

CareAR Assist enables service management teams anywhere, to provide real-time visual AR assistance, guidance, and compliance for their on-site customers, field workers, and employees. Remote agents and experts are able to virtually see the situation and visually guide customers and field workers intuitively using a suite of augmented reality tools via desktop, mobile, or smart glass devices, as if they were there in person.

CareAR® Insight

Gain immediate intelligence within Instruct and Assist from in-the-moment connected product state. Modify Instruct AR step guidance based upon IoT connected immediacy. Use contextual service history for predictive confidence within an Assist remote support session.