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Visual remote assistant4/5/2023 ![]() Who benefits from using augmented reality remote assistance?Ĭustomer service organizations : Agents visually guide consumers in solving their technical problems, providing real-time assistance and solutions as if they’re standing right next to the customer. 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 returns. With AR remote assistance, agents can share a view of a physical document in order to point at and address billing inquiries, invoice clarification or contract misalignment. 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, to survey a location prior to a dispatch or follow up after a visit.īilling proofs and contracting issues: Documents can get confusing, with so many details and fine print. Using AR remote assistance results in a faster and more effective call resolution, and a more satisfying customer experience.įield services: AR remote assistance puts all necessary data and instructions in technicians’ hands in real-time. ![]() Technical Support : Agents can use AR remote assistance to more quickly identify and resolve common technical issues by visually guiding the customer through the steps.Įxamples 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. What can augmented reality remote assistance be used for?Īugmented reality remote assistance can be used for a number of business applications, across a wide range of industries. Instead of the agent explaining the steps to John, he can show him what to do. More efficient than auditory communication, visually demonstrating the desired action enables the customer to comprehend and execute the instructions faster. The combination of these two technologies creates a powerful collaborative solution for remote guidance. If they are lucky, the problem is resolved but unfortunately, more often than not, the call ends with failure, frustration and a truck roll.Īugmented reality remote assistance combines live video streaming, where images and videos are broadcast in real time, with augmented reality, an interactive technology that superimposes a computer-generated image on a user’s view of the physical environment. The agent then verbally explains to John the series of steps he must take to resolve the issue. John tries his best to describe to the customer service rep which lights are flashing and how it is affecting his Internet service.Įventually they identify the problem.
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