05 January 2018

3 augmented reality applications for the contact center

Written by Christopher Liko, Posted in Contact Center, ComputerTalk, Technology

Many years ago, augmented reality, or AR for short, was viewed as a signal that humanity had reached “the future.” Society has fantasized for decades about what augmented reality would look like and how it would be used. An excellent example of this was Terminator’s augmented reality vision in Terminator 2. We envisioned a world where detailed information about the world around us could be displayed in an instant.

Now that we live in a world where augmented reality is a real thing, what does that look like? Some of the obvious answers are all around us. Millions of people have downloaded and played mobile games such as Pokémon Go, that layer a virtual world on top of the real one. Games such as these leverage real-life landmarks and activities to provide an immersive gaming experience that straddles the line between fantasy and reality.

Games aren’t the only modern application for augmented reality. The recently unveiled Magic Leap One brings with it the potential for a number of groundbreaking new uses for the technology. In this article, CMO features a handful of exciting ways that businesses have used augmented reality article, CMO features a handful of exciting ways that businesses have used augmented reality. These examples make it clear that augmented reality has uses in advertising, product design, retail and more. Now let’s look at some ways AR can enhance the contact center experience.


1. Live support

augmented reality live suppport contact center

Live customer support was traditionally provided through voice. With the increasing adoption of video, some aspects of customer support are being enhanced. One example of this is a customer configuring a new router. A support agent can use video to walk the customer through the setup, indicating what buttons to press and what ports to plug into. Augmented reality can now take this to the next level. The agent can walk a customer through the setup process, while the customer uses video on a phone or tablet to provide the agent with a live feed. The agent can then overlay the video with circles to show which buttons to press and which ports to use. This makes the support process more efficient, but also eliminates any margin of error for the customer.


2. Live shopping

augmented reality live shopping contact center

One of the hardest parts about buying furniture is the challenge of knowing what a piece might look like in your home. It is often difficult to know whether a piece of furniture will make the room feel too cramped or whether it will match with the room’s décor. What if you could speak directly with an interior designer, who would help you understand how the furniture will fit into your room, using augmented reality? AR provides this capability, once again, through the use of a customer’s mobile device. The support agent can use an AR overlay to place furniture pieces in the customer’s room, allowing them to view how a different piece or different color would fit into the room. This way, a customer can be confident in their purchase, knowing how furniture will look before it arrives in their home.


3. Self-serve visual IVR

augmented reality self serve visual ivr contact center

Another powerful application for augmented reality is self-serve visual IVR. One example of this would be a method to repair a computer. Rather than having to call in to an agent for assistance, the customer can be walked through the repair process using an AR overlay to demonstrate the required steps. The IVR would show how to take apart and modify components based on the issues that the customer is facing. Further to this, the augmented reality IVR could provide an option for the customer to select and order replacement parts. This type of application would eliminate the need for an agent to answer support calls, saving time and money for the business, while improving customer experience.

Augmented reality is the next step up from video customer service. If you are taking the leap to provide video services to your customers, make sure you include AR as part of your offering. To learn more about augmented reality in the contact center, click here to request a demo.




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