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CareAR integrates AR support solution with ServiceNow

30 Jun 2020

CareAR has announced availability of its ServiceNow integration, providing an industry solution to extend enterprise-grade augmented reality (AR) visual support as part of a ServiceNow digital workflow experience. 

Available for ServiceNow Customer Service Management, Field Service Management, and IT Service Management, CareAR is an augmented reality visual support platform that helps enterprises add AR capabilities to their service experience.

Starting from either the ServiceNow Mobile Agent application or Agent Workspace desktop interface, the integration provides real-time visual AR assistance and guidance for customers, employees and field workers on-site. 

Remote agents and experts are able to virtually see the situation and visually guide customers and field workers intuitively using a suite of collaborative AR tools via desktop, mobile and smart glass devices, as if they were there, in-person. 

Additionally, CareAR can instantly capture content of pictures and video recordings during service sessions.

“NTT DATA is focused on helping our clients use digital technology to transform their business and deliver improved user experience,” says NTT Data services chief delivery office Cris Kibbee. 

“Capabilities such as AR, AI, and integrated digital workflows are transformative to enabling greater operational efficiencies and enhancing customer experiences. We are continuously co-developing innovative technologies and approaches in these areas, with partners like CareAR and ServiceNow, to build solutions that augment and help our teams deliver faster while consistently aligned with user expectations.”  

Service teams today are challenged by lack of situational context and skilled resources when it comes to troubleshooting incidents, whether in the field, workplace, or customers’ sites. 

The ability to remotely solve or enable customers or users to self-solve problems creates greater efficiency and productivity of people across the value chain.

“CareAR’s vision of making expertise accessible is more crucial now than ever before,” adds CareAR co-founder and CEO Sam Waicberg. 

“CareAR and ServiceNow are on a journey to enable enterprises to deliver intelligence and instructions, instantly for their customers, employees, and field workers, so they can provide digital experiences that deliver the greatest customer engagements and 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,” adds ServiceNow customer workflow product management vice president Michael Ramsey. 

“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.”