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Xerox Announces ServiceNow-Backed Service Experience Platform, CareAR
The new $700 million AR-based service experience management platform attracts a $10 million investment from ServiceNow.
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Xerox has taken the wraps off a new software company, CareAR. The new “service experience management platform” is valued at $700 million following a $10 million investment from ServiceNow.
Xerox president and COO Steve Bandrowczak will expand his current role to serve as CareAR’s chairman. Sam Waicberg, the original founder of Care Inc., will serve as CareAR’s president.
The CareAR platform combines DocuShare’s content management system, XMPie’s cross-media platform and Xerox’s PARC Alto AI engine. Its backbone is the augmented reality (AR) technology Xerox gained through the acquisition of CareAR earlier this year. With ServiceNow field service management, service technicians can connect with experienced technicians through live, AR assisted instruction.
Xerox’s John Visentin
Xerox vice chairman and CEO John Visentin said the platform “is intuitive to a digitally native workforce.” With the investment from ServiceNow, he said he believes CareAR will define and grow the service experience management category.
It was “disrupting industries at a time when it’s needed most,” he added.
Empowering Workforces
Xerox says the AR technology is “disrupting the service delivery ecosystem and addressing key sustainability and workforce challenges.”
This includes empowering support workforces with the visual tools and access to data. It also claims to help solve talent issues primarily associated with a retiring workforce. CareAR aims to optimize experienced employees’ time and allow inexperienced workers to draw on their knowledge curated by CareAR’s predictive AI capabilities.
It also says its supports service employers’ sustainability and social responsibility goals.
“CareAR facilitates remote preventative and maintenance-based actions, thereby reducing initial and follow-on technician dispatches. Lower dispatches result in fewer truck rolls, thereby lowering carbon emissions for service organizations,” said the firm.
ServiceNow’s John Ball
John Ball is SVP of customer workflows at ServiceNow. He said customers “urgently needed workflows that deliver greater operational efficiencies, better customer and environmental outcomes, and improved safety.”
“Our investment reflects our belief that CareAR has the potential to deliver world-class, enterprise-grade augmented reality. Together, we’re delivering powerful enterprise service experiences for the new world of work,” said Ball.
Want to contact the author directly about this story? Have ideas for a follow-up article? Email Christine Horton or connect with her on LinkedIn. |
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