The HoloAssistance application allows the specialized technician to give remote assistance on devices, guiding the users through the Mixed Reality headset.
In this way, the problem can be solved in real time, saving time and money.
a Mixed Reality viewer
an application for smartphones/tablet
a desktop application
a back-end for interaction management
To start, the user enters the app from its smartphone, authenticates with the credentials given by Optip and scans the QR code on the device that needs intervention.
The system decodes the content of the QR code and forwards a request of assistance. A dedicated server assigns the call to a specialized operator who, through the app desktop, takes in charge the request and starts a chat with the customer.
If the problem requests the direct intervention of the technician, the user has to wear the Mixed Reality headset. Thanks to the Mixed Reality headset, the technical operator visualizes in real time what the user is seeing. In this way he can give the user a series of information in the form of georeferenced holograms.
The indications and comments of the technical operator, for example arrows and drawings, guide the user in the solution of the problem. The interaction allows the user to highlight with a simple movement of the finger an area of interest on the device, in order to request assistance on that precise point. On the other hand, the technical operator visualizes the indication on his own screen and gives the relevant information.
At the end of the intervention, the system sends to the user the Service Report filled by the technician. Thanks to holoassistance it seems that the technician is always close to the user, ready to give information and support for the resolution of the problem.
The remote assistance through holopresence allows seeing three-dimensional objects in space always keeping the contact with reality.
The system allows the user and the remote technician to visualize the device and the information added during assistance.
HoloAssistance offers an efficient, timely and high quality service. The sensation is to have the technician very close to oneself, ready to put his know-how at the user’s service.