Customer Troubleshooting Router

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.

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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

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%

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

 

Augmented Reality

The ability to project additional digital information in real time within a person’s field of vision. Annotation tools can place 3D objects, arrows, circles, and text-based instructions that remain anchored in place over a live video stream, even when the device moves.

Augmented Intelligence

AI enhances the CareAR augmented reality experience with machine learning for accurate 3D object detection. CareAR also uses AI for state detection for dynamic instructional guidance influenced by motion. AI predictive analytics can identify probability of part failure to focus attention and guide sourcing for part replacement.

Service Experience Management

Service experience management is the discipline of transforming customer and employee service experiences within digital interactions to increase business value across the organization.