CareAR

About CareAR

CareAR, operating as a subsidiary of Xerox, provides a Service Experience Management (SXM) platform that leverages augmented reality (AR) and artificial intelligence (AI) to offer real-time visual support. The company was co-founded by Sam Waicberg and Chetan Gandhi. Waicberg, who serves as the President of CareAR, is an entrepreneur with extensive experience in the communications software industry, having held executive roles at companies like Genband and Iperia before founding CareAR. Xerox acquired CareAR in January 2021 to expand its software portfolio. Following the acquisition, Xerox established CareAR as a separate software business, combining it with other assets like DocuShare and XMPie, with Waicberg leading the new unit.

The firm's business model is subscription-based, which eliminates large upfront capital costs for its clients. In September 2021, ServiceNow made a $10 million strategic investment in CareAR, which valued the company at $700 million. This investment highlights the platform's seamless integration capabilities with ServiceNow's Field Service Management, Customer Service Management, and IT Service Management workflows, providing an end-to-end approach to work orders and incident resolution. CareAR targets a broad range of service-intensive industries, including IT services, field service, customer support, and healthcare.

CareAR's platform is designed to bridge the skills gap and accelerate knowledge transfer by making expertise instantly accessible. Its product suite includes CareAR® Assist, which facilitates live, remote visual AR interactions where experts can see what a customer or technician sees and provide guidance using a suite of AR annotation tools. Another key product is CareAR® Instruct, which allows users to follow self-guided AR and AI-powered instructions for tasks like installations and setup. The company also offers CareAR® Experience Builder, a no-code, drag-and-drop tool that enables organizations to create their own immersive, self-guided instructional content. The platform supports a wide array of devices, including mobile phones, tablets, desktops, and smart glasses, ensuring accessibility for a diverse user base. By enabling remote problem-solving, CareAR helps businesses reduce costly dispatches, improve first-time fix rates, and enhance overall customer satisfaction.