CareAR, a privately owned software development company founded in 2018 and headquartered in the US, employs approximately 90 people (as of 2023). The company, which is a Xerox company and receives support from ServiceNow, provides Service Experience Management (SXM) solutions. These solutions leverage augmented reality (AR) and artificial intelligence (AI) to deliver remote, live visual assistance, instructions, and information, making expert knowledge readily available to users.
Remote experts in modern support systems use AI agents with Retrieval Augmented Generation (RAG) technology to provide context-specific responses, drawing from a knowledge base. Field service leaders face budget pressures while needing to maintain service standards; inefficient workflows and unnecessary dispatches impact profitability. Artificial intelligence is transforming industries, including customer and field service, though concerns exist regarding budget constraints, implementation complexity, and potential job displacement. However, AI can improve frontline worker efficiency, leading to better customer satisfaction and lower operational costs.
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