Augmented Reality in Customer Service, Man with AR-Glasses

Augmented Reality in Customer Service

The future of interactive customer service


Imagine calling customer service to solve an urgent problem with your laptop. Instead of following endless verbal instructions, a visual world opens up before you – thanks to augmented reality (AR). This visionary technology has the potential to revolutionise customer service. It transforms the traditional support experience into an interactive one. In this article, we look at how AR is transforming the customer service industry and ushering in an era of efficient and interactive customer service.


What is Augmented Reality?

Augmented Reality (AR) is the visual presentation of information, i.e. the addition of computer-generated additional information or virtual objects to images or videos by means of superimposition or overlay. Augmented reality extends our real world by adding digital elements from the virtual plane that we can perceive visually or through other senses. Known in the jargon as “augmented” or “enriched” reality, AR allows useful information to be superimposed on our environment, for example through glasses or screens. A well-known example is Pokémon Go, which in 2016 used AR to project virtual creatures into the real world. Today, AR has many applications in customer service, from visually assisting with repairs to explaining complex products.


Customer service as a key factor

Customer service is the lifeblood of many businesses, especially those providing technology-based services. Not only can excellent customer service drive sales, but it can also have a lasting impact on a company’s reputation. But poor customer service can come at a huge cost – $83 billion in the US alone, according to a 2018 study¹. In addition, two-thirds of customers have stopped doing business with a company due to poor support.

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