Remote support solution in augmented reality

Remote, traditional telephone support has long since established itself, but clarifying complex problems over the phone is often lengthy and laborious. Attempts at explanation often lead to misunderstandings. Or it takes three times as long. The combination of video telephony and augmented reality is the obvious solution.

The Yago Assistance app combines the advantages of video telephony and enhances them with augmented reality functionalities. Using a tablet, the user films the defective device or fault while the support team guides them through the process, using arrows, symbols and, of course, verbal instructions to show and explain what needs to be done. “An arrow is worth a thousand words,” summarizes Reto, Partner at Bitforge.

Small additional features also make operation easier for everyone: for example, the technical specialist can switch the flashlight on the user’s device on and off or brighten and darken the screen. The user can therefore concentrate fully on the operational rectification of the fault. It is also possible for the support team to display PDF files (or parts thereof) without having to “hand over” the document.

The support solution thus simplifies remote maintenance visually and in real time, which in turn saves time, as a specialist no longer necessarily has to be present on site to rectify a fault. This reduces travel time and therefore also costs for the company. Language barriers can also be avoided: Instead of complicated explanations, a drawn arrow is now sufficient. This reduces misunderstandings and also works non-verbally. The technical effort is also kept to a minimum: one tablet on both sides is enough.

Yago Assistance is a solution that can be used immediately. However, it is also possible to adapt the functionalities to individual customer requirements. For example, a restriction on the transmission of images, the hiding of people during recording. But topics such as compliance and traceability as well as the recording of support services are also possible. The phone book can also be linked to our customers’ individual systems. Yago Assistance can also be run within a self-sufficient network – i.e. on site in the VPN.

Yago Assistance has already won an award. Our tool won two prizes at the Best of Swiss App Awards 2022 . One silver in the Extended Reality category and one bronze in the Functionality category.

Whether for external customer support or internal solutions, Yago Assistance saves time, money and misunderstandings! The tool shows that augmented reality can also create added value for companies – and can make a significant contribution to cost savings without having to compromise on technical expertise and customer support.

Yago also offers other useful tools for companies, such as the Yago Scenes virtual sample case or our tool for using augmented reality models in online stores. Find out more on the Yago website.