Service gets a new meaning!

Object tracking – Augmented Reality on its way to the service sector

by A. Goetz

Modern technology at the service of customers

Augmented Reality has continued its triumphant advance. Until recently, it was only applications that brought users direct benefits such as support for their own imagination, but now this technology is entering a new domain. The first research projects of the Viennese company ViewAR show fascinating applications in the field of customer service. The next few months will provide initial practical experience.

Object tracking rocks AR

The basis for these new findings is a subtechnology in the field of AR called object tracking. Object-tracking allows the detection and tracking of an object (object) in a real-life filmed scene and the superimposition with an artificial envelope. It is exciting to see what new possibilities arise from this. Let us take a practical example. Imagine a W-lan router being filmed by a customer’s camera. A specially developed app identifies the router and superimposes a virtual envelope with interactive content. In our specific case, the customer now recognizes exactly which connections he has available and how he can use them to set the router in operation. Initial tests with large telephony groups led to an astonishing increase in customer satisfaction.

The special thing about this form of presentation is that it enables the user to view the router live from all positions and thus better understand the functions. In contrast to an explanatory video, the training takes place live on the client’s premises and in his or her 4 walls, thus visualizing the immediate reality. In our video we see how such a service is put into practice. This technology also makes something else possible, which will change the customer service sector forever.

Customers are thrilled – Remote-AR as a groundbreaking new opportunity

If you are able to implement an object tracking via app on the customer’s devices, this opens up an even more exciting opportunity to offer support for challenges. Remote AR, i. e. augmented reality combined with remote access, combines object tracking and the ability to share the customer’s live experience with a service representative.

The connected employee can thus closely monitor which activities the customer is engaged in and, if necessary, can also intervene live in the scene. And all this in a 3D environment that allows a realistic simulation of the functionalities. However, this form of collaborative cooperation not only allows for services but also lifts sales processes to a previously unknown level. In our video provided by ViewAR you can see the possibilities in practice.

The model of the Ferrari is modeled after the real vehicle down to the smallest detail, so the depicted features of the object tracking also work on real cars. The well-engineered ViewAR configurator allows the activation or deactivation of predefined applications by live connected consultants/sellers. This enables structured processes to be retrieved and more complex pricing models to be implemented, live and in cooperation with potential customers. In summary, object-tracking enables a new form of communication between product and customer, live and in the intended action area of the product. This technology can also be supported by the remote AR function, which enables collaborative and supportive interaction with live consultants.

Augmented Reality really makes sense and offers an additional benefit that will soon become established in all service-oriented industries. For further information on object tracking and augmented reality applications please contact our specialists.

1. Object tracking offers new possibilities

2. Communication with customers rethought

3. Joint live experience with the product

4. Lower error rates guaranteed