For decades, service meant dispatch. A machine failed, a technician drove out, diagnosed the issue, ordered parts, returned, and finally fixed the problem.
That workflow is slow, expensive, and unsustainable in a world where customers expect instant response.
Augmented Reality (AR) and Remote Assist technology are rewriting that equation — cutting travel, compressing repair cycles, and enabling expert-level support from anywhere.
Augmented Reality (AR): The technician (or even the end user) uses a mobile device, headset, or tablet to view live video overlaid with visual guidance — arrows, diagrams, or annotations projected in real time.
Remote Assist: A live expert connects to that same visual feed, guiding the user step-by-step or confirming a repair remotely.
Together, they bridge the gap between diagnosis and resolution — without requiring an on-site presence every time.
Detection: IoT or RMM alerts flag an issue.
Assessment: AI triages the fault and determines if it’s eligible for remote assist.
Connection: The customer or junior tech connects via AR link to a remote expert.
Guidance: Real-time visual overlays show exactly what to do — what part to check, what sensor to reset, what component to replace.
Confirmation: The expert validates completion, closes the ticket, and automatically logs the result.
In many cases, the issue is resolved without ever needing to roll a truck.
Each avoided dispatch saves fuel, time, and scheduling complexity. Multiply that across hundreds of devices, and the ROI is obvious.
Technicians or users can initiate resolution within minutes of an alert, rather than hours or days.
A small pool of senior technicians can assist dozens of field or customer sessions simultaneously — expanding reach without adding headcount.
Even when an on-site visit is required, pre-diagnosis via AR ensures the right part and procedure are ready before the truck leaves.
AR doesn’t replace technicians — it multiplies them.
Junior field techs gain instant access to senior-level guidance. Customers become empowered to handle minor maintenance themselves.
That blend of empowerment and expertise not only speeds resolution but strengthens customer relationships. When clients see problems resolved collaboratively in real time, trust skyrockets.
A managed print provider uses AR to handle 35% of its field tickets remotely.
When a paper feed issue is reported, the customer opens a remote assistance session via the mobile app. The AI pre-check confirms it’s not mechanical damage.
An expert tech connects, highlights the correct lever in the live camera feed, and the customer clears the jam. Ticket closed in 10 minutes.
Before AR, that would have required a 2-hour on-site visit.
Multiply that across hundreds of calls, and the operational savings — and customer satisfaction — are enormous.
Select AR platform: Choose enterprise-grade solutions that integrate with RMM and ticketing systems.
Train technicians: Focus on communication, visual instruction, and customer guidance.
Define use cases: Identify which alerts qualify for remote assist versus physical dispatch.
Integrate workflows: Automate session links and documentation directly into ticketing platforms.
Measure results: Track metrics — remote resolution rate, customer satisfaction, and time saved.
This ensures AR becomes a repeatable process, not a novelty.
Providers using AR and remote assist demonstrate responsiveness and innovation.
Customers perceive faster resolution, even when the fix happens remotely.
Operationally, providers reduce costs, accelerate dispatches, and scale technician expertise globally — a rare combination of efficiency and service excellence.
In the near future, AR and Remote Assist won’t be optional — they’ll be the baseline expectation for modern service delivery.
Imagine predictive alerts triggering AR-guided self-repair before a failure occurs.
Imagine AI systems that not only diagnose but also visualize the fix automatically.
That’s where the industry is headed — toward a zero-delay service model, where expertise, guidance, and resolution happen instantly, anywhere.
AR and Remote Assist are the bridge between today’s dispatch-driven model and that fully predictive, always-on service ecosystem.
Related Reading:
How Predictive Models Change Service Economics: The break/fix model has been the norm for decades, but its era is coming to an end. Instead of waiting for failures, predictive service utilizes IoT data and AI to take action before breakdowns occur. Discover how connected intelligence replaces reactive repairs, lowers cost, boosts uptime, and transforms service into a strategic business advantage.
AI-Powered Triage: Automating the Dispatch Desk: Manual ticketing and dispatch inevitably slow service resolutions. Introducing AI-powered triage reads alerts, classifies issues, and routes tickets instantly. Learn how intelligent automation cuts delays, improves SLA compliance, and turns the dispatch desk into a high-speed, self-learning service hub.