Description

Augmented Reality is emerging as the key medium for two-way remote collaboration applications to guide participants more effectively and efficiently via visual instructions. In technology support settings, such “Remote Assist” applications are increasingly used by remote support experts to guide field technicians through hardware installations and repairs to save cost, reduce repair time and eliminate errors. “Self-Assist” is the natural next step of AR-driven technology support, in which the field technician receives instructions directly from the AR system through virtual procedures. Needless to say, “Self-Assist” is more desirable as it eliminates dependency on remote experts thereby saving cost, and further reduces support timelines by providing instant access to the relevant information rather than having to wait for an expert to guide the repair. In this talk, we explore the “Remote Assist” to “Self-Assist” journey for technology support, and demonstrate how we leverage AI capabilities to enable “Self-Assist”.

Speakers

Sinem Guven

AR/VR Research Manager , IBM Watson