One Evening, in a newly bought home in LA, Sam was staring into his unresponsive Smart TV. Cricket match was about to begin in a few hours and this technical glitch couldn't have come at a worse time. It would have been a very fun moment and an enjoyable evening, watching your favourite show with a cup of coffee and a few snacks on the table. But, unfortunately for Sam, it turned out to be a technical disaster.
When his internet router's lights started blinking, his TV Screen showed "No Internet Connection" Error. He thought it would be simple, but restarting the router didn’t seem to help. “ I have just bought this internet router three weeks ago," He spoke to himself while searching for the solution in a user manual. Finding nothing seemed to be helpful for that particular error, he immediately called Customer Support for help.
When Jane, Tech Vision Customer Support Agent answered the call, Sam quickly explained to her the whole situation: His WiFi router wasn’t connecting, and he had already tried basic troubleshooting.
"I understand your situation, this could be very frustrating”, Jane empathized. “ Based on your internet router model, a red blinking light usually indicates a loose connection or a configuration issue. Would you be open to try an Augmented Reality App, "AR Genie Remote Assist" to check if the issue is with the port itself? It will help us to visually inspect the issue & resolve it faster or maybe we don’t need to send someone to look at it”.
Sam agreed, doubtful but desperate for a quick fix. “ I went through your user manual before and have already installed that app on my mobile device. But can’t we just use Zoom or something that can help me to show you exactly what’s the situation here.”
Jane explained, "Okay, but Zoom is designed for meetings not the technical support. It uses the front camera and makes the view of the back camera very tiny which will make it difficult for me to exactly tell you what to do. Also I cannot pinpoint the exact point as it does not support AR Annotations on live video streaming in real time”. By this time Sam was ready to use the AR App.
Jane sent a text message to Sam with a link code. Once Sam clicked the link, he was prompted to give the camera access. Within seconds both of them were in a remote session room. When the remote session begins, it starts the back camera on full screen by default to show the live video feed of Sam's environment. Jane could see exactly what Sam was seeing through his phone’s back camera view.
"Great. Now I can see your WiFi router clearly," Jane said. "Show me the back side of your router first”. As Sam moved his phone to show the backside of the router, Jane used AR Genie Remote Assist, AR annotation tools to draw a red circle around the power cable port. “Is it fully plugged in properly? Just try disconnecting and reconnecting it firmly.” Sam unplugged and replugged the power cable of the router and even switched the main power supply socket button on and off again. The error was still there.
Jane told Sam to show her the other ports of the router. "See this connector here?" She then highlighted the loose cable with a yellow circle in Sam’s AR view. "This is what’s causing your connection issue. The Ethernet cable that connects your router is partially disconnected”. Using AR markers she then guided him to reconnect the cable properly, demonstrating the correct motion. “You’ll hear a small click when it’s properly connected,” she added. Sam followed Jane's AR guidance, ensuring the cables were securely in place. Without AR, this enhanced visibility would have made details impossible to see or understand clearly on a standard video call.
She then drew another arrow around the reset button "Now you need to reset your router. See this highlighted recessed button here? Press and hold it for 30 seconds to fully reset the router's system." Sam followed her guidance, watching as annotations marked by Jane in real-time remained anchored to the exact location on his router even as he slightly moved his phone. Within moments, the status light turned green. Sam reconnected his TV, and the "No Internet Connection" error disappeared. "That’s amazing!" Sam exclaimed. "I was about to buy a new router, thinking it was a major hardware failure."
The internet connection was restored, and the TV booted up perfectly—no more errors. The entire process had taken less than 20 minutes.
"I can't believe we fixed it that quickly," Sam said, genuinely impressed by the AR technology. "A technician visit would have taken time, and I would have missed the game." Jane added, "Yes, this AR remote assistance has helped us understand your issue much better. Thanks to this technology, we were able to resolve it efficiently right on the call, saving you both time and the need for an on-site technician visit".
For Tech Vision, the AR remote assistance had dramatically transformed their customer service experience and metrics:
The AR technology allowed support representatives to develop deeper expertise by seeing hundreds of real-world customer issues rather than just hearing descriptions over the phone. It reduced the number of waiting calls by fixing the issue first hand. For customers like Sam, the experience transformed a potentially frustrating situation into an impressive demonstration of customer service.
As Sam settled in to watch the game, he thought about how different this support experience had been from previous encounters. Instead of feeling helpless and at the mercy of technical jargon, he had been an active participant in solving the problem—guided by technology that bridged the physical distance between him and the expert help he needed.
For Tech Vision, this wasn't just about fixing a router—it was about redefining the relationship between companies and customers through technology that connects rather than separates.
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