What if there were a way for a cable technician to come to your home and guide you through the diagnostics and repair in real-time without once stepping inside your home? That’s what Cox Cable‘s On-site with Virtual Assist service does, using an augmented reality (AR) platform created by Birmingham, Alabama-based Help Lightning.
“On-site virtual assist has been a priority of ours for quite some time,” Len Barlik, Cox’s executive vice president and chief operating officer told Digital Trends, “but the rapid escalation of COVID-19 accelerated our push to make this available to our customers now. Knowing our responsibility to keep our customers and cable technician team safe, our team readied this offering in just 10 days.”
As long as you have a phone or tablet with a rear-facing camera and a working Wi-Fi or mobile data connection, a tech support representative can see what you’re seeing and insert their hands, tools, parts, or diagrams onto your screen so you can see exactly what needs to be done.
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How Help Lightning Works
When someone encounters a complex issue, they need an expert to be onsite immediately. With Help Lightning’s virtual expertise software, two video streams become merged into one. Therefore, users can collaborate and resolve an issue together. The remote expert can actually insert their hand, use tools, and share documents. This simplifies the problem-solving process. Easy, right?
Using A Virtual Employee Assistant
Using mobile devices, experts can now work with a virtual employee assistant as though they were side-by-side. You can annotate, or write across the screen. It’s easy to freeze images and use hand gestures. You can even import documents and add real objects into the merged reality environment. So, using Help Lightning, experts can solve any problem, even from thousands of miles away.
Want to see a virtual employee assistant in action? Schedule a free demo here.