AR Remote Assistance for Customer and Field Service

CareAR® Assist provides AR remote assistance with live video and annotations for faster resolutions, reduced truck rolls, and happier customers.

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increase in remote resolutions

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reduction in dispatches

%

first-time fix rate

%

reduction in service time

Benefits

AR Remote Assistance Delivers Instant Expertise

With augmented reality remote assistance, an experienced remote expert can see what you see via mobile devices, tablet, or smart glasses, providing annotated expert guidance and human-to-human interaction, anywhere at any time.

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Reduce Handling Time

Visually guide customers, resolving issues faster and reducing call time.

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Increased First-time Fix

Technicians fix problems right the first time by seeing and guiding with AR.

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Reduced Truck Rolls

Remote expert guidance empowers on-site personnel to solve problems themselves.

AR remote assistance home exercise equipment

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Increased Customer Satisfaction

Empower customers to solve issues quickly, reducing frustration and boosting satisfaction.

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Reduced Downtime

Visual troubleshooting gets technicians fixing problems faster, minimizing equipment or service disruptions.

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Improved Sustainability

Reduced truck rolls equals less carbon emissions. Remote-solve helps achieve ESG goals.

How it Works

Using AR Remote Assistance is Easy

Real-time live video provides a clear visual representation of the issue, while AR annotations enable remote collaboration for efficient problem-solving.

INVITE

SEE

SOLVE

SAVE

Invite participants to your session by sharing a link via SMS, email, or session code.

See what I see with AR remote assistance

Live audio-visual capabilities facilitate rapid issue assessment, minimizing response times.

Incorporate AR annotations to facilitate collaborative, effective problem resolution.

Save AR remote assist session to work order

All, snapshots, recordings, surveys, and analytics for the session are saved for tracking purposes.

INVITE

Invite participants to your session by sharing a link via SMS, email, or session code.

SEE

Live audio-visual capabilities facilitate rapid issue assessment, minimizing response times.

SOLVE

Incorporate AR annotations to facilitate collaborative, effective problem resolution.

SAVE

All, snapshots, recordings, surveys, and analytics for the session are saved for tracking purposes.

Features

Powerful AR Remote Assistance Tools to Make Anyone an Instant Expert

Data Capture

Snapshot

Capture images with annotations from the session to document completed work

Video Recording

Record remote AR assistance sessions for quality and training purposes

Surveys

Collect post-call feedback, including satisfaction ratings, from both customers and agents

Analytics

Gain insights into team performance, interaction trends, and service utilization

Live Assistance

AR Annotations

Facilitate visual collaboration through a rich suite of AR annotation tools

AR Measurement

Enable remote real-world measurements through an integrated AR ruler tool

Image Sharing

Quickly share camera roll image to improve communication and problem resolution

Any Device

Use remote AR assistance via desktop, mobile, smart glasses, or web browser

SXM Platform

SSO Support

Manage user identify with SAML authentication and just-in-time provisioning

Encryption

Sessions are encrypted to ensure the complete confidentiality of audio, video, and data

Data Residency

Ensure your data remains within your chosen geographic region

SOC 2

Our security practices are independently verified to ensure the highest standards for data protection and control

Workflow Integrations

ServiceNow

Seamlessly integrate into ServiceNow CSM, FSM, and ITSM

Salesforce

Embed AR remote assistances into Service Cloud and Field Service

Embedded Web

Integrate your web app into the Instruct experience workflow

Amazon S3

Bring your own storage to save remote AR assistance sessions to AWS



Data Capture

Snapshot

Capture images with annotations from the session to document completed work



Live Assistance

AR Annotations

Facilitate visual collaboration through a rich suite of AR annotation tools



SXM Platform

SSO Support

Manage user identify with SAML authentication and just-in-time provisioning



Workflow Integrations

ServiceNow

Seamlessly integrate into ServiceNow CSM, FSM, and ITSM

Video Recording

Record remote AR assistance sessions for quality and training purposes

AR Measurement

Enable remote real-world measurements through an integrated AR ruler tool

Encryption

Sessions are encrypted to ensure the complete confidentiality of audio, video, and data

Salesforce

Embed AR remote assistances into Service Cloud and Field Service

Surveys

Collect post-call feedback, including satisfaction ratings, from both customers and agents

Image Sharing

Quickly share camera roll image to improve communication and problem resolution

Data Residency

Ensure your data remains within your chosen geographic region

Web API

Create custom integrations with your own app using the web API

Analytics

Gain insights into team performance, interaction trends, and service utilization

Any Device

Use remote AR assistance via desktop, mobile, smart glasses, or web browser

SOC 2

Our security practices are independently verified to ensure the highest standards for data protection and control.

Amazon S3

Bring your own storage to save remote AR assistance sessions to AWS

Use Cases

Empower field technicians and customers with AR remote support via CareAR Assist

Customer Support

Enhance customer satisfaction and expedite resolution times by leveraging remote AR assistance for immediate intervention on customer service issues.

field service technician troubleshoots medical equipment with AR remote assistance

Field Technician Support

Empower both seasoned and novice technicians to resolve issues effectively on-site, minimizing repeat service calls and maximizing first-time fix rates.

warehouse worker uses AR measurement to determine if shipment will fit through garage door

Pre-Visit Inspection

Minimize repeat service calls through remote data collection, ensuring technicians arrive equipped with the necessary tools and parts for first-time resolution.

Home owner uses AR remote assistance to provide remote inspection for leak in wall

Remote Inspections

Empower on-site personnel to conduct thorough inspections and capture critical data remotely, optimizing resource allocation and minimizing travel requirements.

junior technician using smart glasses and AR remote assistance to repair data rack

Upskill Technicians

Accelerate proficiency by utilizing remote AR expert guidance to augment the capabilities of on-site technicians, ensuring first-time resolution.

Case Studies

Learn How Our Customers Have Improved Support and Field Service with CareAR Assist

CareAR Assist for Xerox

A simple to use mobile app with visually immersive, step-by-step guidance and instructional content to quickly and confidently complete routine maintenance tasks, troubleshooting and more.

Learn more

CES

CareAR’s live, remote, HD-powered video sessions helped the CES support team achieve an 84% issue resolution rate.

Soludoc

Powered by the CareAR platform, Soludoc, a Xerox dealer, initiates an AR pilot program to enable ERT Technologies to provide remote assistance to improve service efficiency, maintenance, and training.

Multinational Technology Conglomerate

A global technology conglomerate is leveraging the power of CareAR® Assist, an AR platform, for their technical training programs. With CareAR Assist, training instructors provide tours through hardware and walk learners step by step through procedures with an inside view of complex hardware.

View all case studies >>

Solutions

Find Remote Solve and Self-Solve Solutions for your Use Case

CareAR’s augmented reality solutions have many practical applications. Users should start where they would find the fastest, most meaningful ROI. These use cases stand out as offering simple adoption, tangible benefits, and a clear roadmap to follow.

AR for Manufacturing

Supporting assembly, maintenance, and quality control through self-solve work instructions

AR for Telecom

Helping field techs and customers through remote collaboration and anchored annotations

AR for Utilities

Guiding workers in inspections with digital work instructions and virtual support

AR for Transportation

Innovating transportation from assembly to daily operations with interactive 3D models

AR for Customer Service

Customer Service teams use remote collaboration with augmented reality guidance to service customer issues. AR visual support accelerations problem resolution, reduces handling time, and improves customer satisfaction.

AR for Field Service

AR enhances field service with visually guided maintenance, remote expert assistance, and seamless integration into field service management platforms like ServiceNow. Technicians are empowered to deliver efficient solutions, reducing downtime and boosting productivity.

Empower Field Service and Customer Support with AR Remote Assistance

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