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Live Remote Assistance With Augmented Reality: What Does The Future Hold?

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You may already be familiar with the concept of augmented reality if you’ve recently used Zoom’s immersive single virtual room feature. Today, we’re going to be reviewing the idea of live remote assistance with augmented reality.

Aptly named “Immersive View,” this feature launched in 2021. It allows up to 25 people in a Zoom meeting to occupy the same virtual space at the same time. This is in conjunction with another AR-powered addition Zoom introduced this same year, which allows individuals to add facial effects, such as customizing their eyebrows, mustache, beard, lip color, and so on, during a meeting. More for entertainment purposes than anything else, Zoom’s time and capital investment in the latter reinforces the importance of augmented reality video calls going forward. And their potential applications across industries and businesses. 

What is live remote assistance with augmented reality? 

At its core, augmented reality video call combines the power of augmented reality with face to face video calls in order to create an immersive experience (often, though not always, serving a business purpose). Since augmented reality is grounded in a version of the physical world, and is centered around adding layers on top of it – through the use of digitized images, sounds, and sensory stimuli – it comes as no surprise that companies like Zoom would employ augmented reality in video calls to offer users the opportunity to add variety to run of the mill meetings. 

Though Zoom may be one of the most buzzed about use cases of augmented reality video call in 2021, this technology will only become more popular (and likely disruptive!) in the customer service and retail spaces. For more insights into how AR will disrupt the customer service industry in the next 5 years, check out this article

Let’s dive into the applications there. 

How canlive remote assistance with augmented reality be used in business? 

Online Education 

Many predict that augmented reality will be useful in online education. This is thanks to an increase in transparency and clarification that AR can provide. And this benefit – increased ease of communication using images, videos, and other immersive elements – will be particularly helpful to visual learners (which constitutes around 65% of the population). 

Let’s take an example 

ImagineAR is seeking to create immersive learning experiences through AR. Using a desktop application, instructors can create basic AR resources “quickly and efficiently”. This includes professors, teachers, and administrators – with zero programming or technology experience. The results can then be embedded in courses. They can also show up in a communal learning management system or shared between class members (in the form of a video or game). 

ImagineAR’s goal? Make lessons come alive  

Unsurprisingly, we imagine this technology, which seeks to provide “AR as a service” will be particularly beneficial. Especially to businesses offering English as a Second Language (ESL). It can benefit international students and “open online” courses in which there’s a live instructor interacting with students. AR elements (such as added videos, images, backgrounds, stickers, and so on) are intuitive and easy to use. So, it’s likely that live remote assistance with augmented reality could become part and parcel of the online learning experience for those businesses wanting to distinguish themselves for increased engagement. 

Remote customer service 

For businesses with especially complex products, a reliance on field service technicians to resolve issues, or a B2B customer base with higher standards for problem-resolution, then augmented reality video calls can be a game changer for your customer retention. 

For instance, in the case of Help Lightning’s AR-powered software, experts and customers connect over a merged reality video call in order to work collaboratively on an issue, with fewer miscommunications and less time spent. 

Here are some collaboration capabilities Help Lightning offers that make augmented reality video calls particularly useful for businesses looking to lower their customer churn, improve their first-call resolution rate, and increase their word of mouth referrals

Collaboration opportunities:

3D Annotation: Participants can draw within the 3D environment to provide instructions or guidance. 

  • Merged Reality: Virtually reach into the field of view to give direction using hand gestures and tools. 
  • Role Switching: Allow the giver and receiver of help to switch roles to view each other’s work environments. 
  • Photo/Document Sharing: Introduce documents and photos into the help session as needed. 
  • Face-To-Face: Video chat provides personal communication. 


  • Call Recording: Record help sessions for future reference and training purposes.
  • Freeze/Pause Video: Freeze live video to capture a hi-resolution still image and work hands-free. 
  • Invite Customers: Launch a remote first service session with customers on their device through text or email. 
  • Multi-Party Calls: Bring multiple participants into a help session for training and observation.

Management systems:

  • User Management: System administrators set up and control user access and track call histories. 
  • Call Reporting: Analyze and customer service effectiveness through in-depth analytics. 
  • Platform Integration: Integrate your remote first service technology with your chosen CRM systems.  

You can learn more about how live remote assistance with augmented reality could benefit your business (with a breakdown by industry). Check out our comprehensive checklist to see if remote first service could further your long-term business goals. 

Quality assurance

Wearables such as Google Glass struggled to get adoption almost a decade ago when they were first introduced. This was due to security and privacy concerns, alongside a general public backlash. But since then, Google has been working on “Google Glass 2.0″. But, instead of creating it for the general public, these glasses specifically target factory, agricultural, and industrial workers. 

Let’s review an example

Here are some of the features users can take advantage of in the AGCO factories example using Google Glass:

  • upcoming complex tasks break down into steps of 3 to 5 minutes
  • pictures are easily snapped and stored of key steps of processes
  • videos can record with an 8MP camera (a green light signals recording is in progress)
  • workers can check with the headset that they are using the right parts and pieces for a specific task

This is one of the few examples in which augmented reality video call is not necessarily a collaborative endeavor (employees at AGCO don’t use it to communicate with one another), but instead present an efficient way to record key stages of a process – especially when building complicated, custom products that all have different specifications. So, live remote assistance with augmented reality is essential in tracking operations, highlighting areas of improvement, and reinforcing quality assurance standards. 

Interested in learning more about the numerous benefits live remote assistance with augmented reality software could offer your business? 

Get in touch to request a free, no-obligation demo

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