With the growing reliance on technology during the pandemic, the need for customer service has grown rapidly. This increased demand – along with organizations’ need for cost savings – has led to use of remote support, providing technical help to customers and technicians in the field remotely via live video. In addition to live video, remote support platforms may also use tools with artificial intelligence (AI) and augmented reality that enhance communication.
Augmented Reality does not shut off the viewer’s visual field, instead, it overlays digital or virtual elements on the physical world through a transparent screen. It is often used to provide remote support in fields such as maintenance, manufacturing, automotive, and utilities. This creation of a visual interaction between the organizations’ representative and a customer can greatly increase the speed and efficiency in problem solving, along with building stronger relationships with customers. Instead of just using words to explain how customers can solve their issues, they can be shown visually.
Customer service using AI and AR can be performed in different ways, including:
- Live Visual Assistance – where the rep can see what the customer is seeing, making it much easier to understand the problem and provide live assistance and guidance;
- Visual Automation – acts as a visual assistant for the organization’s reps. It can recognize the problem and then offer suggestions for the actions required to fix the issue;
- Visual Guidance – can deliver full self-service solutions without interactions with live reps. This level of visual assistant can automatically recognize the product or service, identify the issue, and provide the resolution for the customer. This provides the highest cost savings, as it deflects more calls to self-service channels, thus decreasing incoming calls that need to be handled by reps.
An analysis of the ROI should be performed to determine how much you could save by implementing augmented reality and visual AI technologies. Their use will allow organizations to onboard customer service staff more quickly, as less training is required; reduce the need for answering repetitive calls;, and optimize the use of customer service staff for more complex issues.
In our next article, we’ll review some of the AR remote collaboration solutions that are currently available.