Customers issues can be remotely and proactively resolved faster and safer using augmented reality and AI. Through a single platform, service teams can easily manage devices, allocate local technicians more effectively, and drive communications across teams to ensure a better customer experience.
The CareAR’s augmented reality platform can give technicians instant access to live visual and technical expertise via desktop, mobile, smart glasses, and even drone devices. Recently acquired by Xerox, CareAR is being piloted in the UK as part of the vision for the future of field service to deliver better customer outcomes including uptime and device availability.
Connecting field service teams with the right mobile technology so they can quickly respond and prevent issues is essential for a frictionless customer experience. Our investment in AR and AI technologies enables us to augment intelligence of technicians, which accelerates knowledge transfer, performance and efficiencies."
Sam Waicberg, General Manager with Xerox Digital Services.
With helpdesk and field service teams on the same platform, Arena will be able to offer a seamless customer experience from issue to resolution, with over 50% of issues resolved remotely by our helpdesk teams, usually in less than 12 minutes.
If a field engineer does need to visit, the addition of a dispatcher workspace makes it easy to schedule and track tasks of the national fleet of over 450 dedicated engineer and more than 60 helpdesk technicians all in one place to deliver quicker resolutions and a higher first time fix rate.