Augmented Reality (AR) has proved a key technology for solving some of the toughest business challenges of the COVID-19 era, but that doesn’t mean its impact will lessen anytime soon. As we move slowly toward a “new normal,” both customer expectations and business requirements will inherit certain processes, procedures, and technology from the pandemic.
With broader adoption, AR will continue to create opportunities for growth, cost savings, and improved performance for companies. The time to transition a business from resilient to flourishing is now, and AR can help.
In a recent survey of technology leaders, we found that 91 percent of executives believe AR has improved their service operations during the pandemic. Their main challenge, however, has been identifying business use cases that drive ROI.
In a recent webinar, John Ragsdale, distinguished VP of Technology Research at the Technology Services Industry Association (TSIA), joined Doug Stephen, president of the Enterprise Learning division at CGS, and Steve Petruk, president of the Global Outsourcing division at CGS, to discuss the proven use cases they’ve seen businesses implement as they adapt to a changing landscape.
#1: Boost Call Deflection Rates
Simply put, a call deflection rate is a technique of rerouting a customer's call to an alternate channel of customer care, including digital. Augmented Reality technology reduces this customer service key performance indicator (KPI) both by providing customers with tools to troubleshoot their own equipment and by making service calls more effective, thus reducing repeat callers.
Petruk explained, “The best-case scenario is that it’s something the customer can fix with remote guidance.” Through their mobile app and camera, “we see what the consumer sees and can help walk them through the repair, even if it includes dispatching a technician at some point.” During the pandemic, many people avoided having strangers in their homes, yet device and appliance breakdowns continued. With AR remote assistance, agents can troubleshoot, help customers replace parts, determine issues, and complete simple repairs.
The support becomes more effective and call deflection rates are boosted as technicians are enabled to see what the customer sees and provide onscreen help via an AR overlay.
#2: Increase First-Time Resolution
Like call deflection rates, AR increases first-time resolution by improving the overall level and quality of service a support center can offer. Because the technology helps agents properly diagnose problems and follow the correct steps to resolve them, organizations often see a measurable uptick in first-time resolution.
#3: Reduce No-Fault-Found Incidents
One of the biggest inefficiencies in field service is no-fault-found incidents. This occurs when an issue is misdiagnosed and parts are identified as faulty even though nothing is actually wrong. AR reduces these incidents by enabling more accurate diagnoses.
“No-fault-found is usually because the customer isn’t doing something correctly,” said Doug Stephen. “So how can we empower a customer to know what to do without even making that call? In many cases, it involves marrying AR and animation.”
It’s one thing to give instructions and another to physically show them on an object. Solutions like Teamwork AR enable everyday consumers to make repairs that previously would have required a specialized technician.
#4: Decrease Second Home Appointments
AR also reduces second home appointments by increasing first-time resolution. Each truck roll carries a cost, so decreasing repeat visits directly translates to lower operational expenses.
AR improves technician effectiveness by enabling real-time remote guidance. For example, if a technician is unsure which port to connect a cable to, they can bring in another expert instantly using AR.
#5: Enhance Customers’ Net Promoter Score
AR can directly enhance customers’ Net Promoter Scores (NPS). When customers feel supported and confident that their concerns are being addressed, they are far more likely to recommend a business to others.
As Petruk explains, “AR and VR have had a big impact on reducing time to repair. Agents get immediate help without needing to explain the problem. Recognition features built into AR technology drastically reduce repair time.”
By resolving issues faster and more effectively, companies can improve customer satisfaction and boost their NPS.
#6: Lessen Time-to-Proficiency of New Hires
AR also shortens the time it takes for new hires to become proficient. Augmented Reality tools such as Teamwork AR® provide a hands-on, risk-free environment where employees can learn to work with complex machinery.
“We can reduce training time and make it more effective because it’s accessible anytime,” said Petruk. “New hires get significantly more hands-on time than in traditional environments and can revisit training as needed once they’re in the field.”
Conclusion
These AR use cases drive ROI by enabling seamless information flow exactly when and where it matters. Augmented Reality is especially effective for knowledge transfer because it supports real-time, visual collaboration across any distance.
Want to explore these six business use cases and see real-world examples? Watch the full discussion now .
Resources:
https://thearea.org/ar-news/ar-and-vr-deliver-roi-via-efficiencies-and-cost-reductions/