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
Microsoft Teams and Zoom are two examples of online meeting solutions designed for meetings, video conferencing, webinars, and online events. On the call, participants can see each other and share their screens, which is frequently done when delivering a PowerPoint presentation. To call attention to something on a slide, you may also transform your mouse into a laser pointer in Teams and Zoom. The presenter will have to cease sharing their screen before anyone else can share because there can only be one presenter at a time.
A remote guidance call makes switching between views much simpler.
Imagine a machine breakdown scenario. The Operators informs it is a power or cable malfunction issue. There are many power points and many cables on the machine. At this point, you are instructed to disconnect a power cable and also remove another three cables from the machine. The fact that the operator and the person advising you do not speak the same language or have a different approach to making others understand or understood has now been added to the problem. By pointing at the exact cable or the PowerPoint and confirming that it is the correct cable to pull using the pointer or drawing a geometry shape feature on a visual assistance system, you can get over linguistic hurdles.
Bandwidth fluctuation and issue.
When you use FaceTime, WhatsApp, or Microsoft Team to video call someone, a bad internet connection can quickly ruin your chat by freezing the video or muting the audio. This is because running two video streams concurrently uses more bandwidth.
You need one video stream if you use a remote video support application designed for visual aids. This is simpler to utilize in remote regions and less taxing on the network.
When using a remote support application, the experts have the power to control the bandwidth the moment you use a decrease in your video resolution. You can also make the bandwidth control automated thus the video steaming never stops.
When your internet connection is unstable, you also have the option of recording your remote video support session and playing the recorded video on your mobile device once the connection is working again. There is no minimum threshold to start recording, and you can record the session just once and preserve it for later use if you frequently get support cases on the same machine. You can make remote support calls while watching a slow-motion video if you are using high-speed equipment.
The fact that both parties in the chat often need to have the same app installed is typical for video conference solutions. When you communicate frequently, this is not a major issue. Typically, you check the types of video programmes each person has and may find that you both have Messenger and use that.
This becomes slightly more challenging in a professional context. You must make new connections every day as a service technician offering assistance to clients on the inside or outside of the company. You don't want to waste time trying to figure out which remote video solution to utilize for each of these encounters; you want one that works with everyone. For just this purpose, remote help solutions were created.
Only the call initiator requires the app (or web-based desktop application) installed thanks to our remote collaboration application technology. After that, you can send the individual you wish to call a link. There is no need for the other party to download an app or create an account to join the call through their web browser; they simply need to click a link, and it doesn't matter what kind of smartphone they have as long as it has a data connection and a camera.
Our software was developed with simplicity in mind, so we can assure you that you will be able to install it quickly, with little training, and without the need for challenging software configurations or integrations. All of this results in exceptional organizational scalability and a quick return on your investment.
Let us wrap up
Making a video call with remote collaboration tools is just as simple as making a standard call, and it's even more convenient because you can connect with anyone, regardless of whether they have the necessary software or not. It's fantastic when you need to fix issues with broken equipment, perform a remote check as part of preventative maintenance, or occasionally teach new workers in the field.
But if all you want to do is meet up with a buddy or coworker and speak casually, a regular video call is what we would advise. Each solution is therefore tuned for its specific intended use. Here are the 7 reasons businesses should adopt Augmented Reality Smart Glasses in 2022.
The new systems are set to revolutionize field service teams' training and play a key role in equipment maintenance, here are the Top 7 reasons.
Explore how wearable-assisted reality solutions can help businesses succeed. Connect with us and request a demo. We'll be pleased to help. We invite you to follow our hashtag - #dxsolutionadvisor on LinkedIn as well as our page.