Image by Gerd Altmann from Pixabay

  • Three out of ten service providers will use artificial intelligence as a proactive service measure by 2023.
  • At least four out of ten companies will incorporate some form of augmented reality (AR) component for their employees in the field and to assist clients in the field by 2023.
  • 56% of business leaders recognize the potential for AR across several areas within their organizations.
  • 54% of business leaders plan to increase their spend on AR in the coming year.
  • 10% of companies have already fully integrated AR into their operations.

Is your firm AR-ready?

If not, it’s time to start preparing yourself. AR has moved from the realm of novelty gimmick to a fully-fledged service tool. In this article, we’ll examine how AR will remake the customer experience over the next few years.

How Can Businesses Use AR in Customer Service?

AR strategies in the future will consist of a two-pronged approach. The technology will be applied in customer service offerings to clients and communication between service agents and field staff.


The result is a system where the client’s experience is exemplary because of increased collaboration between the various stakeholders. The visual element added by AR can significantly improve cognition and speed the resolution of queries. The following areas will benefit:
  • Contact centres
  • Self-service
  • Field services


The Use of AR in the Contact Center

AR will see contact centre consultants transitioning to virtual technicians. The client will be able to use their mobile devices to show agents the problem in real-time. Agents may work with a 3-D representation of the product on their system.

The company may embed the image with hidden files based on data received. If, for example, a client complains that the On/Of switch broke, the consultant may simply hover over the button’s image.

AR will then bring up the hidden file, alerting the consultant to potential solutions. At the same time, the system will log a new complaint in this regard. The company will be able to enhance its product design based on feedback from its clients.

Their systems will also be under less pressure. Instead of trawling through the complete database for every query, the consultants need only check parts of it. The reduced informational load will free up operating power.

This becomes particularly useful when third-party providers act as your representatives. It helps them reach the solution quickly and effectively and limits access to critical systems.

Whether you use the technology with an in-house team or not, the following benefits apply:
  • Better efficiency
  • Improved performance
  • Lower drain on resources
  • Enhanced customer experience
  • Better first call resolution rates
  • AR and Your Field Service Department

AR provides a wealth of benefits to field service representatives. It can assist them with:
  • Diagnosing errors
  • Providing remote assistance to customers instead of going out
  • Facilitate the field technician working with remote experts as required
  • Make a diagnostic tool out of a smartphone
The benefits are improved performance, faster resolution, and improved customer service.
Self Service and AR

Pokémon Go introduced the benefits of AR on a large scale. Companies may now use similar technology to improve their client’s experience.

How?

Companies may encode products to enable clients to find out more about them quickly. A client could, for example, point their smartphone at the box in the store to get additional information. The company could provide product comparisons, coupons, and technical assistance using AR and AI.

The code could, for example, give the client the option of connecting through to a virtual assistant. They could access the self-help facility far more effectively. Say, for example, a client wishes to know if a particular product is cruelty-free.

They may call the support line, check the website, or ask a salesperson. These are all viable options but time-consuming. With AR, companies could provide a list of additional selling points accessible when the client scans the product with their phone. They could also connect the client to a chatbot that could answer quick questions, send them setup instructions, or help with troubleshooting.

What’s more, the data gathered will enable companies to improve their products further and personalize their offerings. Clients will become more self-reliant and better able to receive personalized offers that they appreciate.

Wrapping it Up

Augmented reality is fast becoming part of our new normal. Forward-thinking companies will start to think of ways to implement AR to create an immersive digital experience for their customers.

Ready or not, AR is here to stay. How will your company prepare to meet the future?