Augmented Reality in Customer Service

Augmented reality (AR) is a technological innovation that superimposes digital elements onto real-world environments. These digital elements are pictures, videos, and virtual objects. You can use AR devices like smartphones, tablets, and specialized glasses to experience an enhanced blend of virtual and physical worlds.

In recent years, AR has started to pique the interest of businesses across various sectors. Companies are tapping into AR as it provides rich immersive experiences that have the potential to revolutionize customer support.  From simplifying troubleshooting to enhancing the shopping experience, AR holds huge potential in shaping the future of customer support. 

This article will explore the numerous possibilities in which AR can be integrated into customer service. We’ll shed light on some case studies, and also discuss the pros, cons, and challenges of using AR in customer service.

What is Augmented Reality Technology

AR overlays digital data on top of already existing physical environments using a combination of technologies including computer vision, IoT sensors, and sophisticated algorithms. You might have heard of a similar technology called virtual reality(VR), but note that there is quite a difference between the two. While VR immerses a user completely in a new digital environment, AR adds layered digital elements to the real-world view, hence augmenting the experience of reality.

AR was used earlier in the 1960s for military and medical training and its utilization has been exponentially increasing since then. Today, AR is making waves in almost every sector of the world. Let’s see what the role of AR in customer service has.

The Transformation of Customer Service Through AR

AR technology brings a new level of interaction, personalization, and convenience that drastically improves customer service. Various industries have started proactively adopting AR technology in this regard. The examples are as follows:

  1. Retail: Companies like IKEA and Sephora use AR to virtually try on products at home before making a purchase. It eliminates guessing and promotes confidence in buying decisions. Customers virtually place furniture pieces in their homes. They can even try a new makeup look even when the store is closed.
  1. Automotive: Hyundai’s virtual guide is an AR application that allows you to solve diagnostics and mechanical issues to be solved from home. It does so by superimposing repair guides over parts of the vehicle simplifying the process and saving time.
  2. Telecommunications: AR apps such as Onremote Ch enable customer service representatives to see what the customer sees through their smartphone camera. This visual context improves troubleshooting mostly without needing to dispatch a technician.

These examples show that AR has made impressive strides in customer experiences. It aids in the visualization of services, offering remote support, and personalizing the shopping experience. It also allows customers to share information about their products instantaneously. Let’s take a look at these benefits in a bit more detail. Also, we’ll discuss the challenges that AR is currently facing in the customer service department.

Augmented Reality can be the future of customer service and it has the potential to revolutionize how businesses interact with their customers.

Pros and Challenges of AR in Customer Service


  • Better Customer Engagement: AR offers an interactive and immersive experience for customers. It piques their interest and makes them more engaged with the product.
  • Higher Customer Satisfaction: Using AR, customers can solve their problems quickly and conveniently leading to a higher level of satisfaction.
  • Reduced Operational Costs: AR lowers the need for frequent on-site visits. It increases first-call resolution rates and significantly reduces operational costs.
  • Increased Sales: By offering amazing features like a virtual try-before-you-buy, AR can increase customers’ trust leading to more sales and revenue.
  • Increased Business Differentiation: The creative use of AR can create a unique selling proposition for a company that can help it stay ahead of the curve.

Challenges of Incorporating AR in Customer Service

Although AR has the potential to revolutionize customer support, its implementation is currently facing the following challenges.

  • High Upfront Costs: Initial costs for implementing AR in a business can be significantly high as the company needs to develop software, and hardware and train their employees.
  • Technological Limitations: This technology is quite advanced, so it might not work quite work with outdated devices and poor networks.
  • Customer Acceptance: Customers might be hesitant to adopt this new technology due to a lack of understanding. They might also be concerned about privacy infringements.
  • Technical Support and Maintenance: AR technology needs continuous updates and fixes to ensure smooth operations. Which can result in additional investment of time and resources. 

These challenges suggest that as the integration of AR in customer service continues to evolve, businesses need to develop comprehensive user guides and provide training to customers to improve acceptance. 

Future Perspective: AR in the Evolving Landscape of Customer Service

With state-of-the-art features like real-time data visualization and interactive product demonstrations, AR promises a more personalized and efficient customer service experience in the future. As AR becomes more integrated into our daily lives, more businesses will be able to use it to tailor customer service to individual customers’  needs and preferences. It can greatly enhance customer service and loyalty. 

We can expect to see new trends in AR-powered customer service like the development of new AR mobile applications, increased use of AR for support and diagnostics, and integration of AR with other innovative technologies like Artificial Intelligence(AI) and the Internet of Things(IoT). The future of AR in customer service looks bright as it promises to deliver a transformative impact on the customer journey.


Augmented Reality can be the future of customer service and it has the potential to revolutionize how businesses interact with their customers and provide support. Businesses looking to remain competitive in this technology-driven world should definitely consider adopting AR for customer service. This can benefit them in the form of better customer engagement and satisfaction and increased revenue. Though AR is relatively new in customer service, its implementation costs are high and people are not very familiar with it, its benefits outweigh these challenges most of the time. This suggests that AR has bright prospects in the future of customer service.

Scroll to Top