Remote Visual Assistance - Ending the era of “Can you describe what you're seeing?”
Remember the last time you tried explaining a technical problem over the phone or waiting for the technician to visit, but as usual it was delayed for hours or more. We've all been there - stuck on an endless phone call with the technical support teams, loop of delays, miscommunication & costly downtime as the production line stands still. Or perhaps, even with an experienced maintenance team on-site, the complex machinery leaves you dependent on the subject matter expert, who cannot see what your team is seeing.
As now it is a time to connect with expert professionals to solve those intricate complex issues, describing the problem over endless phone calls, and eagerly waiting for them to arrive. This scenario is the most common in the technical support world, the back-and-forth coordination of schedules and communication, leaving precious time slipping away with everything unresolved.
Well, there is another challenge too, just imagine - your subject matter expert sends an experienced technician on-site. He travels and arrives with a variety of equipment that might or might not be a suitable tool to solve that specific problem. In some cases, it works like magic and problems get resolved but in other cases, it is like watching a mechanical team arriving with their entire workshop, hoping that one right tool will save the day, but it doesn't, leaving everything back to square one.
Here, it gets even more interesting, if the location is far miles away in an isolated remote area, stationed in mountains or in a very distant industrial zone. Now the question that tickles in mind is : How to bridge this physical gap when every minute of downtime counts like millions? Remote Visual Assistance is the answer to all these technical support challenges. Be it maintenance, repair, service, or distance b, this AR equipped assistance saves it all.
In today’s world, staying updated with the latest trends and adapting new technologies is a must and the need of an hour. Once such technology buzzing around in the support world that has changed the era of traditional support with its powerful solution bridging the distance gap, saving downtime & cost, resolving issues first in hand, is AR Remote Visual Assistance. Let us get down to the basics of what it is and how it differs from traditional remote support.
It is an Augmented Reality Technology driven solution that enables remote experts to connect and provide guidance to on-site field technicians remotely in real-time. By highlighting the areas of concern and pointing the errors with AR annotations, markers and guiding with three dimensional models on the live camera video streaming of the technician’s smartphone or tablet device, it facilitates clear communication between the expert and the technician.
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It is like having a virtual expert by your site looking exactly what you see and guiding you step-by-step with digital arrows or annotations floating in front of your eyes. Not just on smartphones or tablets, this modern support technology also gives enhanced support via AR Glasses. All you need is your AR enabled devices ( mobile, tablets & AR Glasses ) to connect with the expert, whether you are near or far away in any remote location, it does not matter.
Equipped with AR, remote assistance is more than just a video call, having a master technician beside you, turning complex technical problems into a simple “ follow the annotated arrow” solution by highlighting exactly what to focus and where to focus. The evolution from traditional remote support to AR Remote Support is a revolutionary shift with an advanced approach to how we solve the problem. Below are the key differences:
The table above clearly highlights how this modern support technology is much more necessary and beneficial than traditional remote support. This practical approach to solve complex machinery issues is making technical support more effective, efficient and easier for everyone involved. As more companies adopt this technology and use augmented reality remote support software like AR Genie Remote Assist, the technical support and customer service system is heading towards the future where time is precious and patience is short, having a knowledgeable friend guiding us through the process.
