​​Your Top 9 Need to Know Augmented Reality Remote Assistance FAQs

By Streem
December 1, 2021 4 min read


1. What is augmented reality remote assistance?

Augmented reality remote assistance creates an interactive environment by superimposing computer-generated information on real-time video streaming, enhancing the end user’s view of the physical world. This allows experts to interact digitally with a customer’s real space, without ever stepping foot onsite.Augmented reality remote assistance on a TV using Marker

2. How does remote AR assistance work?

Functionality can look different through different tools. Some require experts and customers to download software or apps in order to function. At Streem remote assistance AR is easy. It looks like:

  • Experts start a Streem call quickly by sending an SMS message to their customer or teammate who needs help, through the Streem web dashboard.
  • The customer taps to accept and the link opens an AR enhanced video session in their mobile web browser that both parties can see.
  • Using interactive tools like the Laser Pointer and Marker, agents collaborate with customers to identify, document, and respond to customer consultations, estimate requests, and support calls, faster and more accurately.

3. What kind of devices does AR remote assistance work on?

  • Experts can start a Streem call from the desktop portal or their Streem app on iOS or Android.
  • Customers need a smartphone or tablet running iOS or Android, a strong internet connection (we recommend an internet connection with upload speeds of at least 1.5 megabits/second), and an invitation.
  • From there it works just like a FaceTime, Zoom, or other video call–with added functionality, of course.

4. Do you need an app to use AR remote assistance?

Although some remote assistance AR tools only work with app downloads, StreemCore™ is different and can fully function via the customer’s mobile web browser. However, some enhanced visual assistance features are only available through the Streem app for iOS.

5. What’s the difference between AR remote assistance and video chat?

Video chat is an online, face-to-face, visual communication performed with other Internet users by using a webcam and dedicated software. Think Zoom, Skype, Facetime.

AR remote assistance takes video chat to the next level by allowing one party to create digital notes and drawings over the video image. When your contact looks at their phone, the annotation shows up as if it's stuck to the object itself. You can think of AR remote assistance as video chat made smarter.

AR based remote assistance with automotive insurance

6. How do you implement AR remote assistance into existing tools and support channels?

Rolling out an augmented reality based remote assistance tool is just like any other innovative technology. It can be tricky but, with a plan in place, you can greatly reduce the challenges you’ll face and ensure successful adoption.

Here are few tips to get you started:

  • Demonstrate the benefits for internal users
  • Make new technology fun for everyone
  • Adjust company goals and key performance indicators (KPIs)
  • Customize your training Identify internal champions
  • Make using new technology part of the routine
  • Quickly highlight and celebrate early wins

Learn more about running successful pilot programs

7. When would you use remote AR assistance?

Remote AR assistance is key to meeting customers where they are. With StreemCore™ live video support you can see what they see, capture insights and notes, and reference recordings in the call log–all in one experience. AR tools can be used to enhance user experiences anytime there would be value in remotely seeing what customers see–including sales, warranty support, and customer service.

Because it’s a remote tool, AR video can help businesses save money by reducing site visits and truck rolls. It’s much cheaper to do a video call than send one or more technicians on-site.

Streem AR remote assistance call–reviewing a serial number


8. What are some examples of augmented reality based remote assistance in action?

  • Traeger Wood Fired Grills expanded coverage and reduced costs by pivoting to cloud platforms like AWS Connect and Streem. This enabled agents to initiate fast, secure video chats from any customer channel of choice–phone, chat, or social media. Learn more
  • Using interactive video calls as the first step in appliance repair allowed American Home Shield contractors to better service customers with faster response times and quicker resolutions. Learn more
  • British Gas was able to expand service capacity, reduce sales cycles by 85%, and power efficiency goals using Streem’s interactive video for remote business estimates. Learn more

9. What are the top benefits of augmented reality remote assistance?

Organizations are implementing augmented reality remote assistance to reach business goals ranging from streamlining workflows to reducing operational costs, from design and planning to maintenance and repair. With visual remote support they are able to better understand customer needs, overcome language and understanding barriers, reduce truck rolls, and ensure they send the right part or solve the right problem from the beginning.

Learn more about the benefits and strategic advantages of AR in business

The Streem Difference

Streemcore empowers you to quote, diagnose, troubleshoot, and fix problems without ever sending a technician to a customers’ home (or, if they have to visit, they only have to visit once). Convenient, fast, secure streaming video connects expert professionals directly to customers, who can finally see what you see and help you solve problems faster.

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Why leading CX brands choose AR video

AR-powered video amplifies your team's ability to deliver exceptional touchpoints across CX. See how in our free infographic.