Augmented Reality

What is Augmented Reality?

Augmented Reality(AR) is an interactive experience in a real world environment with an additional element of computer generated imagery. This imagery can be in the form of a 3D model or text that blends with the real world scene. The effect is that of placing an object or instruction right into a streaming video to enhance the experience of the viewer and make it feel like you have entered into the matrix. AR can be best defined as a system that incorporates three basic features: a combination of real world and virtual worlds, real-time interaction, and accurate 3D registration of virtual real world objects. The virtual objects are overlaid onto the physical environment to create an immersive aspect of the real world environment. 

When experiencing AR, a person will feel like they are in a computer generated cinematic movie that allows manipulation of the environment that adds elements to the scene that are enhancing their perspective. This is how apps like Snapchat place masks on top of a selfie or add features such as ears and nose of an animal to their videos. It is a fun interactive game like application of the technology. However, it has been discovered to be quite useful in technical application as well. With the addition of AR into technical support software, you can now walk someone through a tutorial of how to use a product in a real world situation by applying this technology to their particular need in real-time.

AR Remote Assistance

How many times have you contacted support because you were having an issue with your services and had to troubleshoot equipment that you were not familiar with? The troublesome steps are finding the equipment, determining which device they are actually referring to and then following the instructions to checking the connections, not knowing which port or cable they are referring to. This process adds to the overall frustration of the technical issues. In these situations, you may just want to take a picture and send it to the agent assisting you but they don’t have the capability to receive texts. With Augmented Reality remote assistance, this is now possible.

In contact centers, AR technology empowers the agent to allow interaction with the customers visually so they can see what the customer sees. They can better instruct the customer and provide assistance by direction referencing the visual elements the customer is displaying to them.  Having this feature simplifies many of the obstacles the customer is experiencing and allows the agent to navigate the steps the customer will be taking much smoother. It eases the tension of the call and provides a better experience for both the customer and agent. 

We are stepping into the realm of video support in this case with an added touch of AR computer generated 3D instructions. Applying streaming video and augmented reality to bring together the physical and virtual worlds makes technician visits and customer troubleshooting processes easier to manage and easier for the customer to follow.