top of page

Why AR Remote Assistance is Better than Video Calling Software - 5 Reasons.

Updated: Jan 1

Real-time communication between remote experts and field staff on the ground can boost output, boost customer happiness, and reduce travelling expenses.

Remote support In 2022 and beyond, as more businesses adopt cutting-edge technology to improve their remote customer service and tech support offerings, AR is predicted to continue improving and expanding.

Emerging technologies and the COVID-19 pandemic, which highlighted the need for immediate modifications to adapt to new norms, restrictions, and challenges of remote help, as well as to assure business continuity, have had a transformative effect on the remote assistance landscape. Since then, businesses have embraced AR technology to improve virtual help.

Why I need your remote video support solution when I can use a regular video call is a question, we hear a lot. Good questions. To determine which best meets your needs, let's compare the two.

The advantages of AR remote help are covered in this article, along with the answer.

What Is Remote Assistance AR?

AR remote assistance referred to as "see-what-I-see" or “share-what-you-see-with-other” in real-time collaboration, enables specialised expertise almost anywhere. AR remote assistance connects experts with field personnel for real-time communication, inspection, instruction, and sharing of documents, photos, and videos by combining live video streaming, two-way audio communication, and AR capabilities, such as superimposed digital information overlaid on the user's view of a physical environment.

The field/remote/shopfloor staff, the remote expert, and the communication system are necessary for a successful AR remote support session.

How does Remote Support work?

The technician can use a remote assistance hardware device, such as a phone, tablet, or smart glasses with a front-facing camera, to run the application or software that enables collaboration between the field technician and remote expert when assistance is needed in the field. The device must be linked to the Internet via Wi-Fi or a portable or mobile hotspot. The contact centre and headquarters can connect to the customer's operation, the field technician or the contractor with remote support augmented reality (AR). It can be used for everything from simple customer-to-technician troubleshooting to assisting with on-site sophisticated field repairs.


Then what’s the difference between augmented reality remote assistance and regular mainstream video calls? That is the question.


A widespread misconception among people unfamiliar with remote video assistance solutions is that they are more expensive versions of FaceTime, Skype, WhatsApp, GoogleDuo, and other video call services.

So let's clearly define the differences between a video call and remote video support, often known as a visual aid.

The top 5 differences which make AR remote assistance superior are.

To enhance your video chats, most systems, including Facetime and Google Meet, incorporate augmented reality elements. Still, they are less suitable for helping someone with a technical issue or inspecting a part of an asset.

With AR remote support, you can access tools that will guide the individual you're speaking to more effectively. If I have a broken component, you can use the pointer or draw a circle to show the technician where they should concentrate.

You may also take pictures and videos to demonstrate how to enable or disable a function. These are only a few brief highlights of the purpose of AR remote support, which is to pair consumers with a subject matter expert who can do the task professionally.


The initial objective of using each solution is distinct. Although connecting individuals is a critical part of both strategies, the main force behind those interactions is fundamentally different.

The goal of a remote video support session is to jointly examine the same issue rather than stare at each other. In a remote video support system, both parties view the same video feed rather than "person one" seeing "person two" and vice versa.

Seeing the face-to-face video is not ideal if I am talking with a service expert to request assistance evaluating a problematic machine malfunctioning. We can collaborate much more successfully if both of us can see what my camera shows, which is the malfunctioning machine, rather than just my seeing a small version up in the left corner of the screen.

As a result, the goals of each solution are very different from one another, which leads to even more discrepancies between the two.

Solving problems better