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CareAR Introduces Augmented Reality Integration with ServiceNow

By CIOReview | Wednesday, August 5, 2020

The partnership delivers remote field and customer support for greater operational efficiencies, customer outcomes, and safety.

FREMONT, CA: CareAR declares the availability of its ServiceNow integration, offering an innovative industry solution that easily extends enterprise-grade augmented reality (AR) visual support as part of a ServiceNow digital workflow experience. Available for ServiceNow the Customer Service Management, Field Service Management, and IT Service Management, CareAR is an augmented reality visual support platform that allows enterprises to digitally transform their service experience with game-changing AR capabilities providing higher operational efficiencies, customer outcomes, and safety.

The integration offers a real-time visual AR assistance and guidance for customers, employees, and field workers on-site from either the ServiceNow Mobile Agent application or Agent Workspace desktop interface. Remote agents and experts can virtually see the situation and visually guide the customers and field workers intuitively utilizing a suite of collaborative AR tools via desktop, mobile, and smart glass devices as if they were there.

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

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"NTT DATA is focused on helping our clients use digital technology to transform their business and deliver improved user experience," says Cris Kibbee, chief delivery officer, NTT DATA Services. "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."

Today, service teams are challenged by a lack of situational context and skilled resources in terms of troubleshooting incidents, whether in the workplace, field, or customers' sites. The ability to remotely solve or allow the customers or users to self-solve problems build greater efficiency and productivity throughout the value chain.

"CareAR's vision of making expertise accessible is more crucial now than ever before," says Sam Waicberg, co-founder and CEO, CareAR. "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," says Michael Ramsey, vice president of product management for customer workflow products at ServiceNow. "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."