What is augmented reality remote assistance?
Augmented reality remote assistance is an emerging technology that enables brand agents and product experts to visually guide and collaborate with customers and field technicians.
The original concept of remote assistance is based on a technician’s ability to use a remote connection to temporarily view or control a computer or a mobile device over a network or the Internet in order to help solve software issues. Augmented reality remote assistance takes this concept further. It uses AR and streaming videos to link the contact center and headquarters to the customer’s home or the field where the work is being performed. This enables agents to remotely solve hardware issues – seamlessly bridging the physical and virtual worlds.
What can remote assistance augmented reality be used for?
Augmented reality remote assistance has a wide range of business applications, including technical support, billing proofs and contracting issues. It is useful across a wide range of industries. Here are some augmented reality remote assistance examples from different industries:
Technical Support: Agents can use remote assistance AR to more quickly identify and resolve common technical issues from afar. They achieve this by visually guiding the customer through the steps. They achieve this by visually guiding the customer through the steps. Examples include guiding customers through cleaning their washing machine filters, helping buyers unbox and install a smart security camera, troubleshooting TV error messages or cable wiring issues, or fixing Internet connectivity, as in John’s experience. Using remote assistance AR results in a faster and more effective call resolution, and more satisfying customer experience. Watch this video to see AR remote assistance in action.
Field services: AR remote assistance puts all necessary data and instructions in technicians’ hands in real-time. AR can help technicians gain immediate access to remote experts when necessary, streamline the field service process, quickly execute field repairs, or even communicate with customers. For example, they can use AR to survey a location prior to a dispatch or follow up after a visit*.
Billing proofs and contracting issues: Documents can get confusing, with so many details and fine print. With remote assistance augmented reality, agents can share a view of a physical document. This way, they can point at and address billing inquiries, invoice clarification or contract misalignment. The technology also allows agents to confirm, record and add data to CRM systems, gather proof of identity, validate coupons, or see evidence of damaged goods prior to authorizing.
Who benefits from using AR remote assistance?
AR remote assistance benefits any business providing technical customer service over the phone or in person. Here are some more details about the benefits various types of organizations will enjoy.
Customer Service Organizations: Contact center agents use AR to visually guide consumers in solving their technical problems. They provide real-time assistance and solutions as if they’re standing right next to the customer. This improves customer satisfaction, increases call center efficiency, reduces labor intensity, empowers call center agents to function as virtual technicians, and prevents unnecessary truck rolls.
Field service organizations: Customer service agents can send field technicians visual data from customer service agents prior to being dispatched. This enables them to plan repairs before arriving on site. Technicians can transmit video and images of technical issues from the field while consulting with an expert or supervisor, located either in the field or at headquarters. This has several benefits:
- Boosts productivity in the field
- Increases first-time fix rate
- Shortens time to resolution
- Improves customer satisfaction through successful dispatches
- Cuts technician training time while increasing expert support capacity
What does the future hold ?
Predicting that AR will be an $80B market by 2025, the future seems promising for forward-thinking companies who implement remote assistance AR. In fact, the 2017 Gartner Hype Cycle for Emerging Technologies names augmented reality as an emerging technology mega-trend, showing promise in delivering a high degree of competitive advantage over the next 5-10 years. It suggests that enterprises and technology innovation leaders explore AR to understand the future impacts to their business. As Apple CEO Tim Cook told analysts during a fourth-quarter earnings call, “AR is going to change everything.