Sometimes, employees and customers need expert help with technical, hands-on problems. This is all well and good when experts are nearby… but what if they’re not? This is a common headache that becomes even more pronounced with distributed teams.
Augmented reality has a powerful solution—AR remote assistance.
This cutting-edge XR tech brings remote support closer to in-person support. In this ArborXR guide, we’ll explore the benefits and applications of AR remote assistance and how it is revolutionizing the way businesses provide technical assistance.
What Is AR Remote Assistance?
AR remote assistance is a technology that combines live video streaming with augmented reality (AR) to provide real-time, interactive support between a remote expert and a person on-site. So, how exactly does it work?Â
To begin with, the person on-site would encounter a problem and launch an AR assistance app on either a smartphone or an AR headset. Then, an off-site expert would join the session and use their AR-enabled device to see exactly what the person on-site sees in real-time.
So far, what we’ve described could also be achieved through video. However, the benefit of AR is that the expert can overlay helpful information, such as 3D models, annotations, and step-by-step instructions, onto the live video feed.For example, in this video by Scope VR, the remote expert points out the exact part that needs to be opened to access a car’s bonnet by adding a digital overlay (the green arrow) to the video.
And here’s what the person receiving the guidance sees in their headset.
This level of guidance is much more impactful than what you’d get from a simple video call.
Advantages of AR Remote Assistance
Increased Efficiency and Productivity
AR remote support lets technicians guide users through relevant processes in real-time, using visual aids overlaid on their screens. This direct, high-touch approach helps resolve issues faster than traditional phone or text-based support, cutting downtime and boosting productivity.
For instance, companies like Distritec are reducing resolution times by over 20% with remote assistance.
Cost Savings
AR remote training is a great way to cut costs. First, it helps reduce downtime, quickly getting everything up and running to minimize losses.
Secondly, it eliminates the need for on-site expert visits for specific issues, saving on travel expenses. You can then reallocate those savings to more complex problems that need in-person attention.
Improved First-Time Fix Rates
AR allows experts to provide step-by-step visual instructions, which can drastically reduce misunderstandings and errors. Users can see exactly what to do, making it much more likely they’ll get things fixed on the first try.
Better Customer Experience
AR remote support isn’t just a win for your team—it’s great for your customers, too. When you use AR to assist customers, they get clear, visual instructions and can confidently tackle their issues. This makes support faster and boosts overall customer satisfaction.
Applications of AR Remote Assistance Across Industries
Field Service and Manufacturing
With AR technology, remote experts can guide technicians through repairing machinery, fixing electrical problems, or setting up equipment.
Take Emerson Automation Solutions in the US, for example. They use AR to help plant workers tackle valve issues. Field staff use their mobile devices to securely share their view with Emerson experts, who then overlay step-by-step instructions on the technician’s screen to help with installation, calibration, or repairs.
Similarly, the example below shows Taqtile’s Manifest® AR helping TCI engineers troubleshoot a 25 kW generator at a 5G cell tower site with remote guidance.
Healthcare
Remote specialists can use AR headsets to support medical professionals with tricky procedures, equipment maintenance, or patient consultations from afar.
Case in point—La Trobe University’s Digital Innovation Hub. They’ve teamed up with the Victorian Virtual Emergency Department (VVED) to use AR tech to connect doctors with aged care homes without the doctors needing to be physically present.
In the video above, you see Dr. Jennie Hutton (an emergency medicine specialist) wearing a Microsoft HoloLens AR headset and setting up a Bluetooth headset for a patient stand-in. Meanwhile, a senior doctor remotely watches everything on a laptop, offering real-time guidance and support to the on-site medical team.
This innovative approach can significantly improve patient outcomes, especially in remote or underserved areas.
Customer Support
Customer service representatives can use AR to guide customers through product assembly, troubleshoot technical issues, or provide step-by-step instructions.
TechSee is a great example.
They provide AR support specifically for wearables like smartwatches. If you run into issues with your headset, you can just call a remote support specialist using an AR app on your smartphone. The expert can then visually guide you through fixing the problem so you can get back on track quickly and easily.
IT and Hardware Support
There are several other ways AR remote support can be used, but for now, we’ll focus on IT and hardware support.
AR can help with customer-facing hardware assistance needs like unboxing and setups and employee-facing ones like troubleshooting and assembly. TeamViewer Assist VR is a VR solution that covers both fronts, and it’s already making waves with top companies like Krones and Urban.
Manage AR Devices With ArborXR
If you plan to use AR headsets for remote support, you’ll appreciate an XR-focused MDM (device management) platform like ArborXR. We make it easy to manage massive XR headset fleets and enhance AR remote support’s effectiveness through our granular device controls and customizable Kiosk Mode.
Here are a few of the benefits:
- Distraction-Free Remote Assistance: Lock headsets into remote assistance apps to simplify the user experience and avoid distractions.
- Manage Multiple AR Devices: Track locations, collect usage data, and troubleshoot devices from one central location.
- Easy App Management: Install and update your remote assistance app effortlessly.
Ready to try ArborXR? Enjoy a 30-day free trial and see how it simplifies XR headset management at your organization.
