CareAR, a Xerox Company, and Verizon Business announced a strategic partnership to improve customer service, customer experience (CX), and satisfaction with the company. With Verizon’s 4G, 5G networks, and CareAR’s artificial intelligence-based augmented reality platform, technicians can solve service-related issues remotely and more safely, improving customer satisfaction.
Sampath Sowmyanarayan, Chief Revenue Officer, Verizon Business, said, “We’ve seen a dramatic shift in the global workforce. It’s our mission to help our customers navigate today while identifying strategic paths for innovation and growth. Through 5G and edge computing, we can help CareAR deliver advanced AR and AI capabilities on standard mobile, smart glass, and drone devices to drive efficiencies and experiences.”
Businesses must have a solid digital transformation agenda to remain competitive and attract top talent, leveraging the latest technology and solutions to meet the evolving needs of global workforces. In this era of unprecedented employee transformation, Verizon’s network technology, powered by CareAR, will enable rapid training and ramp-up of digitally native people, regardless of location, helping to support this labor transition. The company will be able to provide real-time support and expert-guided technical assistance across a wide range of its products and services, creating a new level of self-service for customers and personalized “how-to” content for field technicians.
CareAR’s President, Sam Waicberg, said, “CareAR is focused on making expertise accessible – instantly and with context. Users are empowered with on-demand visual access to experts and instructional content delivered to their preferred device. Our strategic partnership with Verizon enables us to push these capabilities even further, resulting in improved customer outcomes and helping to solve major challenges for service providers, such as reducing carbon emissions and bridging the talent gap.”
CareAR’s SXM platform is designed specifically for customer engagement, field services, and knowledge management. Xerox acquired CareAR earlier this year, enhancing CareAR’s AR capabilities by adding digital content, robotic process automation, analytics, and artificial intelligence as a part of the SXM platform that Xerox has developed at PARC.