CareAR™ Innovation in MPS
Improve uptime, enjoy a better user experience, and support sustainability goals
Powering a better service experience
We're leading innovation in service user experience (SUX) to ensure device uptime, more responsive support and better choice.
With the help of CareAR™—Xerox’s new augmented reality platform— our technical support teams can now see what you see, and can provide guidance with circles, arrows, and other images that “stick” within your video, even when you move your device.
You can also choose to self-solve issues with instant access to instructions and videos. Whether you choose to get hands on or enjoy the engaging experience as a our support teams direct you using CareAR™, you can expect a faster diagnosis and resolution to your problem.
Your augmented reality experience explained
Augmented reality is an interactive experience in which computer-generated images—sometimes in 3D—are overlayed in real time onto digital images of the real world and can be viewed using a device’s camera. Some of what you’ll experience with CareAR™ includes:
See what I see
Your technical support contact becomes immersed in your environment via your phone's video camera. We can even turn your phone light on when needed!
Real-time graphical guidance
Annotations, such as arrows and circles, are overlayed onto the screen in real time. They “stick”, so as you move around, the images remain in place.
No problem if you're camera shy - your mobile's rear-facing camera is used, so you are not seen.
More powerful than a video call
Real-time annotations are key to a successful resolution. Instead of trying to describe an object, you're back up and running more quickly.
Immediate access to helpful instructions and video content for self solving issues, or graphical guidance tailored to your specific situation resolves the problem faster by:
Eliminating miscommunication because annotations highlight what to focus on.
Seeing the issue immediately, instead of having to ask or answer probing questions to diagnose it.
Choosing to access CareAR™ via web browser or native app, which provides the fully immersive experience with real-time engagement and graphics.
Service support utilising CareAR™ delivered:
4 or 5-star rating with 94% of customers
Higher first time call resolution
30% reduction in handling time
Improved device availability
Over 30 tons of CO2 saved through reduction in field technician dispatches
Streamlined operations with knowledge base, document management, and systems integration