Xerox announces the launch of a service experience platform supported by ServiceNow

Xerox lifted the veil of a new software company, CareAR. After ServiceNow invests 10 million US dollars, the new “service experience management platform” is worth 700 million US dollars.

Xerox President and Chief Operating Officer Steve Bandrowczak will expand his current role as Chairman of CareAR. Sam Waicberg, the original founder of Care Inc., will serve as President of CareAR.

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 acquired through its acquisition of CareAR earlier this year. With ServiceNow field service management, service technicians can contact experienced technicians through real-time, AR-assisted guidance.

Xerox vice chairman and CEO John Visentin (John Visentin) said that the platform is “intuitive to a digitally native workforce.” Through ServiceNow’s investment, he expressed his belief that CareAR will define and develop the service experience management category.

He added that it “disrupted the industry when it was needed most”.

Empower employees

Xerox stated that AR technology “is disrupting the service delivery ecosystem and solving key sustainability and labor challenges.”

This includes providing support staff with visualization tools and data access rights. It also claims to help solve the talent problem mainly related to the retired labor force. CareAR aims to optimize the time of experienced employees and allow inexperienced employees to utilize the knowledge curated by CareAR’s predictive artificial intelligence capabilities.

It also stated that it supports the sustainability and social responsibility goals of service employers.

“CareAR promotes actions based on remote prevention and maintenance, thereby reducing initial and subsequent technical staff dispatch. Lower dispatch leads to fewer on-site services, thereby reducing the carbon emissions of service organizations,” the company said.

John Ball is the Senior Vice President of Customer Workflow at ServiceNow. He said that customers “urgently need a workflow that can provide higher operational efficiency, better customer and environmental results, and higher security.”

“Our investment reflects our belief that CareAR has the potential to provide world-class enterprise-level augmented reality. Together, we provide a powerful enterprise service experience for the new world of work,” Bauer said.