In the last few years, Augmented Reality (AR) and Virtual Reality (VR) are starting to play an increasing importance in our lives. Amazon Web Services (AWS), for example, anticipated the need and potential demand of AR and VR and developed AWS Sumerian, a set of smart tools that creates high-quality digital experience.
I experienced first-hand on how Sumerian played a big role in providing highly immersive and interactive 3D experience when it comes to solving one of the most popular customer enquiries at Queensland Health: password reset.
But can AR and VR optimise the digital experience?
AR and VR| The New Digital Experience
With Sumerian, anyone can construct an interactive 3D scene without any programming experience, test it in the browser, and publish it as a website that is immediately available to users.
Queensland Health saw this opportunity and used Sumerian to build a digital experience that interacts with other AWS services within a workflow. With Sumerian, it is quite easy to create all the building blocks needed to build highly immersive and interactive 3D experiences including adding objects (e.g. characters, furniture, and landscape), and designing, animating, and scripting environments.
What’s also great is that it doesn’t require that big of a learning curve — Sumerian does not require specialised expertise and you can design scenes directly from your browser.
My first-hand experience
I have seen the ability of AR and VR as tools to optimise digital experience through “Russell,” A Sumerian built and developed as a workflow where actions on the browser allow you to interact with it regarding resetting passwords. The task can be perceived as minute, but see how these technological advancements have changed the service delivery game.
In addition to providing an experience through a browser, Sumerian provides a development platform for Augmented Reality and Virtual Reality applications. In this example, we have Russell appearing in the Entrago office through an AR application on my phone.
Looks really cool, isn’t it?
When “Russell” is activated, the workflow starts and I, the user, build actions to happen with each step of the workflow. These actions can happen within the scene or run scripts (called Lambda in AWS land) that can access other applications.
When you see the video, you can see the process diagram and this represents how the actual workflow is built in the Sumerian. The Sumerian workflow does go to further detail allowing you to control the scene when a specific key is pressed as one action and another when it is released.
More than just an AR/VR Experience
While a human can help with specific issues, often a Sumerian can perform a number of common support requests. Imagine walking up to a virtual concierge who recognises you through facial recognition, digs into ServiceNow and then looks in Nexthink to establish what has been happening on your favourite UX in the last 24 hours. Nexthink can see that Pokemon has crashed a few times and there is an update available on iTunes.
All this and only 2 seconds have gone past. What you would see is Russell saying “Hi Dave, I can see Pokemon has been crashing, would you like me to fix it?”.
So how does AR and VR tools like Sumerian fit into the Service Management world? Sumerian definitely is great, but it would not be up to its full potential if there is a lack of maturity and capability of your organisational processes.
Your managed support services and processes should be able to leverage technological advancements like Sumerian to bring ServiceNow delivery to the same level as other modern enterprise platforms like Agile, DevOps, Automated Testing, and others. And lastly, your managed support services should have regional capacity with enough scale to execute on large projects, but still enough agility to deliver strong business value.