Spectrum: Exploring AR Applications for Customer Service

How can AR improve customer service?

AR/VR technologies have the potential to grow and enable more valuable interactions between enterprises and their customers. Current business applications of AR extend beyond creating new retail experiences designed to optimize in-store conversions and offer in-store experiences at home, and include significant cost savings opportunities through applications in post-purchase customer engagement. Accordingly, the global market for AR products are expected to grow by 80 percent to $165 billion by 2024.

Spectrum, previously Charter Communications, provides services to over 26 million customers in 41 states and is the second-largest cable operator in the United States.

Spectrum is looking towards emerging AR technologies to improve their customer service experience, and address the following questions:

  • How can we apply AR technologies to improve how Spectrum interacts with its customers and troubleshoots, for example, around the self-install kit for wireless routers and modems? 

  • How can AR technology better visualize a customers’ internet connectivity? 

The selected teams will explore compelling use cases, develop a proof of concept, and advise and make recommendations on what may be achievable in the next two to three years.