By: Duffy Fron, Executive Director of Sales at Toshiba Global Commerce Solutions
In today’s fast-moving retail environment, technology is constantly evolving and can pose challenges to the workforce. While the complexity of in-store technology continues to increase with solutions ranging from self-checkout systems to digital signage, the approach to training often hasn’t.
The traditional, manual-heavy training model no longer serves the modern needs of retailers, partners, or the technology vendors supporting them. As retail businesses face increasing pressure to scale operations, reduce support costs, and combat labor shortages, one solution is rising to meet the challenge: training powered by augmented reality (AR).
The Changing Face of Retail Labor
Turnover is one of the retail industry’s most consistent hurdles. Store associates, frontline managers, and even service technicians often come and go before fully mastering the systems they’re meant to support. This knowledge gap for ISVs and technology providers usually translates into longer deployment times, more service calls, and strained client relationships.
Imagine a world where onboarding and support training can be delivered across any mobile device anytime, anywhere. New employees or technicians can access immersive, step-by-step training in a simulated environment tailored to their store’s exact hardware setup. Thanks to advancements in mobile AR platforms, this is a growing reality.
Retailers can see additional benefits of integrating AR with AI technology. Together, AR and AI power intuitive experiences and can simplify troubleshooting and support. The latest AI-driven tools combine real-time data with augmented overlays to guide associates through common fixes, reducing unnecessary service tickets and improving lane uptime. If a technician is still required, the device logs a logic tree of all troubleshooting steps taken, helping increase first-time fix rates. This fusion of AR and AI fills the labor gap and elevates the entire support model to drive better customer experiences and more efficient store operations.
Why Augmented Training is a Win for Retail Tech Vendors
- Scalable, Modular Learning
Instead of static PDFs or one-size-fits-all sessions, retailers can build a modular library of training content that evolves with their tech stack. Whether onboarding new associates or supporting a new POS deployment, content can be customized for each store layout or device configuration while saving ISVs and vendors from redundant support efforts.
- Faster Time to Competency
Interactive, simulation-based learning makes technical tasks easier to understand and retain. Associates can visually walk through repair procedures, installation workflows, or troubleshooting steps, increasing accuracy and decreasing dependency on external support.
- Flexibility That Matches Today’s Workflows
Training must happen at the speed of retail. AR-powered platforms enable on-demand training on mobile phones or tablets during times when traditional support is not available, such as when a manager is on a break or a technician is in mid-repair on the sales floor. This flexibility empowers users to learn at their own pace without disrupting store operations.
- Lower Support Overhead
Vendors and ISVs benefit directly when retailers are self-sufficient. By equipping store teams with intuitive repair simulations and “quick fix” walkthroughs, these innovations reduce the number of support calls, and systems stay up longer. That’s less downtime for the retailer and fewer escalations for the vendor.
5. Simple and Intuitive Technology Speeds Adoption
AR technology is relatively straightforward to implement and intuitive for digital natives to pick up and use. While Pokémon Go was released in 2016, your training video feels like it was made during the Jurassic period in comparison to AR training. AR training solutions can streamline the learning process for employees because they are easy to use.
Building a Smarter Support Ecosystem
AR-based training also opens the door for a more proactive approach to retail operations. When technicians and associates can access step-by-step guidance directly on their devices, they’re empowered to take action before minor issues become service tickets. This improves operational continuity and builds trust in the technologies vendors provide.
Moreover, AR-driven training tools can serve as a certification mechanism. Retailers and service providers can ensure technicians are up to date on self-maintenance protocols, adding a layer of quality assurance that benefits everyone in the support chain.
Elevating the Partner Experience
Retailers want solutions that go beyond standard training systems. ISVs and vendors that enable seamless onboarding, fast resolution, and reduced friction will stand out in a crowded market. By embedding scalable AR training tools into their offerings or implementation plans, vendors can improve outcomes, reduce support costs, and position themselves as partners in transformation.
The Bottom Line
At the end of the day, retailers need more agility, self-sufficiency, and intuitive ways to equip their teams. Augmented reality-powered training platforms answer that call by offering a customizable, mobile, and interactive experience that meets the needs of today’s workforce and tomorrow’s growth. For ISVs and tech vendors, embracing this shift means enabling adoption, maximizing impact, and helping their clients succeed at scale.
