Augmented Reality in Video Calls: Use Cases for Support

Augmented Reality (AR) in video calls is transforming customer support by making problem-solving faster, more visual, and highly efficient. Here's how AR is helping support teams:

• Faster Resolutions: AR reduces resolution time by 69% and improves first-time fix rates by 81%.

• Cost Savings: Companies see up to 50% fewer field visits and lower training costs.

• Improved Customer Experience: AR boosts customer satisfaction scores by 30 points.

• Key Features: Real-time annotations, 3D models, and AI-driven object detection.

Why AR Matters for Support Teams

• Remote Troubleshooting: Agents can visually guide customers without on-site visits.

• Product Demos: AR-powered 3D tours and real-time customization improve customer engagement.

• Training: AR enhances learning retention by 70% and reduces new hire errors by 49%.

AR is no longer optional - it’s a powerful tool for making support faster, cheaper, and more effective. Keep reading to learn how you can integrate AR into your operations and track its impact effectively.

Augmented Reality Customer Support

Remote Troubleshooting with AR

Support teams are revolutionizing remote assistance with AR, cutting down on resolution times and reducing the need for field visits. This technology offers real-time, visual problem-solving that traditional methods simply can't match.

Step-by-Step Visual Guides

AR combines live video with computer-generated imagery, creating step-by-step visual guides that users can follow directly in their field of view. This approach has been shown to improve efficiency significantly. For example, studies reveal that AR mobile apps can accelerate equipment maintenance by up to 64% while cutting errors by 38%.

A great example is DHL Supply Chain, which uses TeamViewer Frontline across 25 U.S. locations:

This method also allows for precise annotations, making the process even more effective.

On-Screen Annotations

AR annotations take visual instructions to the next level. Support agents can place annotations directly onto real-world objects, ensuring clear communication and accurate guidance. For instance, Peter Pane, a restaurant chain with 46 locations in Germany and Austria, reduced device downtime by 50% using Splashtop AR for IT support. Björn Runge, their head of IT, shared:

"Now IT can say, 'let me take a look,' and the supported user can watch the technician point directly to items and annotate in the shared video. Any user can follow that. It's so easy to fix issues like cable changes, reboots, etc."

Example: Product Support with AR

Industrial manufacturers are seeing real results with AR-powered support. Airbus, for example, has made strides in technical support:

A factory manager using Xpertlens for machinery support highlighted the benefits:

"Xpertlens allows for faster problem diagnosis and support. That reduces our machinery downtime and saves significant time and money".

This is especially relevant when you consider that unplanned downtime costs industrial manufacturers over $50 billion annually. Companies like AssistXR have taken advantage of AR to conduct 100% of preliminary inspections remotely, removing the need for initial technician visits.

Support platforms such as Auvious Video (https://auvious.com) also incorporate AR to streamline troubleshooting, helping teams resolve issues faster and more effectively.

Product Demos Using AR

AR technology has moved beyond remote troubleshooting and is now transforming product demos into engaging, interactive experiences. These demos offer detailed visual tours and real-time customization previews, making it easier for customers to explore products.

3D Product Tours

AR-powered product tours allow agents to showcase items from every angle, giving customers a clear view of the features. For example, Cisco converted over 800 products into 360-degree, photo-realistic AR models. This shift led to a 9% rise in trade show booth traffic and a 65% drop in product shipping costs for demos.

Virtual demos also surpass the limitations of traditional video calls. Rebecca Minkoff's AR tours have helped boost consumer confidence. As Sarah Sheldon, senior director of global ecommerce and digital at Rebecca Minkoff, explains:

"When people have the intent to shop without physically being able to touch and see a product, the more options you can give them to create that confidence [the better]."
– Sarah Sheldon

Research highlights AR's effectiveness, showing it can triple brand awareness compared to standard marketing efforts.

Product Configuration Preview

AR doesn't just stop at tours - it also enables real-time product customization. Customers can see personalized configurations during support calls, simplifying complex presentations. For instance, Arhaus uses an AR room visualization tool that combines virtual product placement with expert guidance, leading to higher sales and stronger customer loyalty. Here's how AR is making a difference across industries:

Platforms like Auvious Video now incorporate AR into product demos, allowing for real-time configuration during calls. Surveys reveal that 93% of consumers want to use AR for product exploration and shopping, and 40% are willing to pay more for items marketed through AR.

Support Team Training with AR

AR is changing the way support teams are trained by creating immersive learning experiences that improve knowledge retention and reduce mistakes. Studies reveal that AR-enhanced experiential learning increases knowledge retention by 70% compared to traditional methods.

AR Practice Scenarios

Support teams can use AR to practice troubleshooting in safe, virtual environments. For instance, a major technology company adopted CareAR Assist for technical training, allowing instructors to guide employees through hardware setups step by step.

Here’s what the data shows about AR’s impact on training :

PBC Linear provides a great example of AR’s benefits. Beau Willman, Factory of the Future Manager at PBC Linear, shared:

"With this software, we're able to put a headset on someone the day they start and make sure they're getting trained with the templates we want to train them on. We're able to get them caught up to speed in as little as three days."

Beyond individual learning, AR also strengthens teamwork by connecting team members in real time.

Team Problem-Solving

AR improves team collaboration by enabling real-time interaction in virtual environments. Aetos Imaging’s Aetos Operate platform, for example, has significantly improved operational efficiency and onboarding for engineers.

The Port of Ashdod highlights AR’s impact on team performance. Using Treedis’ AR solution, they achieved drastic reductions in crane troubleshooting times:

• 84% faster for beginners

• 50% faster for experienced technicians

Platforms like Auvious Video take this further by offering real-time collaboration tools. Features such as interactive screen annotations and AI-driven assistance allow teams to instantly share visuals, access expert help remotely, and receive immediate feedback, making group problem-solving faster and more effective.

Setting Up AR Support Systems

Adding AR to video support requires careful planning and a solid infrastructure. Research shows that organizations using AR support systems experience up to 70% better knowledge retention and 49% fewer errors during support interactions.

Technical Requirements

When selecting a platform, ensure it works well with your current systems and offers key features like real-time annotations and 3D model overlays.

Staff Training Guidelines

Training your support team to use AR tools effectively involves a structured plan. Studies highlight these essential steps for successful AR training programs:

• Initial Assessment: Identify skill gaps and prioritize staff who need training first.

• Phased Implementation: Start small with a pilot program focusing on core features. Walter Shein from Sulzer notes:

  "There is a growing gap between workers heading for retirement and younger workers seeking employment – augmented reality can help bridge the learning steps for the next generation."

• Hands-on Practice: Use real-world scenarios in training sessions. This approach boosts knowledge retention by 70% compared to traditional methods.

These steps create a strong foundation for integrating AR into your support workflows.

Implementation Steps

1. Select Platform: Choose an AR-enabled video platform that suits your needs. Options like Auvious Video provide HD video calls, screen sharing, and AR annotations to streamline support.

2. Set Up Infrastructure:

   • Secure your network

   • Install necessary software

   • Configure backup systems

   • Ensure compatibility across devices

3. Pilot Test: Test the system with a small team to identify issues and gather feedback. Track metrics like:

   • Support ticket resolution times

   • Customer satisfaction scores

   • Agent adoption rates

   • Technical performance

4. Full Deployment: Roll out the system company-wide, using insights from the pilot phase.

Focus on minimizing disruptions to your current support operations while gradually introducing AR features. Continuous monitoring and feedback will help refine the system over time.

Tracking AR Support Results

Support teams need clear metrics to measure the effectiveness of AR (Augmented Reality) solutions. Research highlights that organizations relying on data-driven decisions often see improved customer service outcomes.

Performance Metrics

Tracking specific metrics can directly impact both customer satisfaction and operational efficiency:

For example, Microsoft's use of HoloLens reduced service resolution times by 25%, highlighting the value of focusing on these metrics.

Cost-Benefit Analysis

Evaluating AR support goes beyond operational metrics. Financial analysis, including costs and ROI (Return on Investment), is crucial.

• Initial Investment Costs: Include hardware, software licenses, and training expenses. AR platforms like Auvious Video often integrate with existing systems, potentially lowering setup costs.

• Operational Benefits: AR solutions have shown measurable results:

  • Boeing improved technician training productivity by 40%.

  • Volkswagen cut production errors by 90%.

  • AccuVein achieved a 45% reduction in first-stick failures.

• ROI Calculation: AR boosts ROI by reducing call durations, repeat calls, and training costs while increasing first-time resolutions and cutting travel expenses.

Success Examples

Several companies showcase how AR drives improvements:

• Mercedes-Benz: Integrated Remote Assist AR for remote diagnostics and repairs, eliminating the need for dealership visits.

• Lowe's: Used a 3D AR system for customer service training, creating detailed product models that improved representative expertise.

• Hyundai: Launched the Virtual Guide AR app, offering interactive how-to instructions for vehicle features. This self-service tool decreased support calls while enhancing customer satisfaction.

Conclusion

Main Points

AR is reshaping video support by offering real-time visual assistance, allowing technicians to quickly diagnose and fix problems. From remote troubleshooting to engaging product demos, AR has consistently improved support operations. Executives recognize its ability to meet growing customer expectations. For example, support teams can annotate screens to guide customers through steps, such as resolving printer connectivity issues - a practical and effective use case. These clear advantages pave the way for even more advancements in AR-driven support.

Future Developments

The future of AR in support looks promising, with deeper integration and new functionalities on the horizon. The global AR/VR market is expected to hit $50.9 billion by 2026, growing at an annual rate of 32.3%. Here are some key areas likely to shape the future of support operations:

"AR is no longer a novelty; it's a competitive advantage. Businesses that adopt AR strategically are poised to lead their industries, delivering customer experiences that are not only functional but unforgettable." – Launch Consulting

Despite its potential, integrating AR into existing business systems comes with hurdles. While 58% of tech leaders are dedicating up to 10% of their budgets to AR, success requires addressing challenges like security concerns, privacy issues, and workforce training. Companies must weigh innovation against practical factors like infrastructure and cost. Moving forward, AR in support is expected to see greater use of cross-platform solutions and tighter integration with tools like CRM and ERP systems.

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