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Learn the Incredible Multitude of Uses for Remote Visual Assistance Technology

Remote visual assistance or inspection software utilises augmented reality and the ability for a customer service agent or inspector to take over the camera of a customer’s smartphone, see what the customer is seeing, and then guide them to solve a problem. The technology has seen an increased uptake for the last few years, but particularly so during the pandemic where it has been mission-critical for businesses to carry out inspections, audits, diagnostics, maintenance, and consultations without visiting the customer.

The benefits are many. Consumers find that their problem is solved faster either during the call concerned, avoiding the need for a visit; alternatively, when a technician is called and the problem is complex, he can dial in a more experienced colleague, and ensure the problem is solved without a second visit. Businesses, on the other hand, benefit from improved NPS scores due to happier customers, and reduced costs as truck rolls, the expensive and time-consuming part of providing a service, are not so often needed. In addition, businesses can provide a more sustainable, green and safer solution that prolongs the careers of their key inspection and maintenance staff. In the latter case, this is possible because travel can be hazardous and tiring, and certain worksites are dangerous, at the very least increasing stress on the joints and resulting in staff needing more time off and perhaps retiring earlier. Remote visual assistance exposes them to fewer hazards and allows your business to attract the best personnel – it even boosts accessibility as physical hardiness become less important, in favour of knowledge of solving the problem.

The use cases for the technology are extremely broad and varied. One of the most cited being for contact centres at telecoms and consumer electronics businesses, selling to both industry and consumers. An example being that a consumer has an issue with a router or, perhaps, a washing machine. When the customer is talking to an agent, the agent sends a link to the customer, allowing them to take over the smartphone screen of the customer and then take them step-by-step through how to solve the problem by using AR to circle and highlight the key things needed on the screen.

While solving these kinds of customer service questions in these sectors is a vital part of the solution, there are many other uses.  

Supermarkets

Verifying the quality of supplier products from all over the world had traditionally been resolved by on-site visits. This was expensive and could lead to inconsistent standards due to the number of agents and supervisors required. With COVID it became extremely difficult to travel to suppliers, but the need to verify standards and hygiene remained even more vital.

Many supermarkets choose to overcome this by adopting remote visual inspection. Inspectors back in the office could carry out virtual inspections by utilising the smartphone of the supplier. The result was that vital supplies could be verified and at the same time, a more standardised approach could be used.

Airlines

The pandemic has meant that airlines have had large parts of their fleet grounded for a long time. Now with an opportunity to return to some sort of normal service, it has been necessary to go carry out comprehensive inspections to ensure engines are in good condition to fly. Before this might have meant transporting them to the other side of the world, but now with remote visual inspection these checks can be done on-site, saving time and money.

Insurance

In the past claims needed someone to visit the claimant to verify the details of a claim. That was expensive and provided a bad customer experience as the claimant would have to wait to get the claim assessed and, consequently, to get their money.

Remote visual assistance enables an inspector to survey claim damage remotely and therefore assess a claim as soon as they receive it.

Oil and Gas

When maintenance had to be carried out, it proved to be expensive and done over a long period of time. The reason was that getting engineers on-site usually needed a helicopter and many different engineers with different specialisms.

Remote visual assistance has improved that process by allowing expertise to be shared remotely with one onsite engineer.

Healthcare Equipment

As healthcare equipment is being used to save lives, it is essential to reduce its downtime if there is a problem. Unfortunately, if a technician must visit the hospital it may result in equipment being out of use for half a day or more.

Remote visual assistance enables the equipment to be fixed remotely, in doing so, allowing critical diagnosis to be done expediently.

Incredible Breadth of Usage Possibilities

The above shows several ways remote visual inspection is helping businesses, but the usages expand much beyond these.

Remote compliance and safety inspections

Corrosion assessment

Internal training and mentoring

Facilities and building auditing

Across location design engineering reviews

Testing vendor acceptance

Resolving production line issues

Offering direct video support


Hostcomm's Remote Visual Assistance Solution

If you enjoyed reading about the many usages of Remote Visual Assistance, then head to the solution page for more information. 



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