Xerox Unveils Prototype Virtual Customer Care

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Xerox scientists in Europe have revealed a prototype customer care software that uses Web-based 3D virtual reality imaging to give Xerox customers instant access to live support for their printer or multifunction devices.

Driving development for the prototype software is the desire to improve productivity at the workplace by shortening customer care calls, easing customer frustration and helping businesses focus on their core mission.

To initiate a virtual customer care help desk event, users press the “help” button on the screen of a networked multifunction system. As the agent accepts the incoming call, the system uploads the same 3D model of the printer while gathering and displaying data on the status of the machine. The system simultaneously uploads the same 3D model on the screen at the customer site so the customer can view the image while talking to the help desk agent – leading to a real-time multimedia conversation.

To develop the prototype, ethnography researchers at Xerox’s Research Center Europe studied the way customers responded to printer issues and examined the calls coming into service centers.

While not yet currently available, the Virtual Customer Care Assistance prototype is the most recent example of the company’s work to develop embedded and remote diagnostic service. It builds on the interactive capability launched with the Xerox WorkCenter 7500 Series called Xerox Online Support Assistant, which provides instant access to online support.

Xerox currently offers several solutions including PhaserSMART, a customer self-help diagnostic tool, and Command Center, a tool that feeds information directly from the Xerox iGen4 and the Xerox Nuvera digital printing systems to customer service technicians for faster support.

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