Posted On: November 17, 2020

Simplifying installations & tech troubleshooting for customers & technicians with AR & knowledge management

7 mins read

Experts can’t be present everywhere and neither are they required to be. Remote support appliances need troubleshooting instructions on operation, & set-up. The configuration is usually used for tech troubleshooting and installation of heavy machinery & complex equipment that requires expert supervision. Each time a visit scheduled to tackle things up shall be too expensive and time-consuming as well. AR automation is controlled by agents and experts guiding consumers through remote screen access via audio-video mode which accelerates CX while reducing costs.

Challenges in installation & troubleshooting support

1. Trembling CX

The CX of an organization is vital as it depicts the relationship between an organization and its customers. When tech troubleshooting of a problem gets delayed even in multiple efforts, the experience is ruined considerably.

2. Visit costs

Each time a complicated installation is to be carried out, an expert is needed to supervise the installation, guide about dos and don’ts, and list all precautionary measures. All of that involves cost.

3. Agent errors

The agents being the face of the process handled carry the most important responsibility. One single error on their part can result in a major customer churn. Though human errors are accepted to an extent, a human customer talking to a human agent might not agree to the same.

4. Integral involvement

The process of installation support forms the grounds for all other industrial activities to be carried on. The processes like molding, manufacturing, carving, and branding too line up perfectly only under a perfectly laid down mechanical infrastructure.

5. Time investment

Next to data and money lies the third most precious industrial asset- time. With lined up expert visits, workshops, manual reading and deciphering, and waiting for physical troubleshooting, a lot of time is wasted that AR could otherwise save.

Benefits of using knowledge management

Augmented reality has come a long way from dreams to reality to innovation through installation support and is now found at every step having an everlasting confluence with technology. Appliances and equipment keep renovating and its installation requires proper training to the mechanics and handling instructions and demonstration to the employees. With augmented reality, the creator of technology can simply create a detailed manual for the basics. All advanced instructions and functions can be guided by virtual presence using camera lens and co-browsing for further aid in installation & tech troubleshooting of machinery.

1. Increased efficiency

Equipping and training your experts and agents with the latest technology and best equipment is always a positive investment both from a financial and calculative point of view. Quicker resolutions enhance CSAT thus improving NPS scores too.

2. Optimum utilization of resource

Resources form the foundation of an organization thus establishing the importance of their optimal utilization and thoughtful allocation to yield maximum profits into the business accounts with wastages reduced to negligible.

3. Save on finances

When installing a piece of equipment or machinery, guidance is needed for setting it up accurately. This calls for the involvement of engineers and experts from manufacturers increasing cost. AR solves it all virtually saving money.

Knowledge management & tech troubleshooting

Knowledge management generates knowledge, guidance systems, solutions, and connections for customer’s ease of solution attainment. The field of issue can be put to the display through the camera of a computer, mobile, or laptop. Industries like telecom, education, healthcare, and e-commerce are increasingly leaned towards the use of knowledge management & AR support systems to improve their CX through:

1. Interactive how-to guides

Interactive augmented reality software resolves complex queries and simplifies customer interactions through the live camera via remote screen access in between agents and a series of questions accompanied by multi-choice type answers.  This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensure best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.

2. Unified knowledge repository

The Knowledge base of an organization is its entire data created and curated. A content management system with a connected cloud repository of multiple devices to make information easily accessible across all touch-points. This makes easy access of information for all the knowledge seekers and maintains consistency in information that agents pass to customers.

3. Learning management system

It is a boon for the experts to learn specifics about products and consumer behaviour thus helping them better at communication with a confident and persuasive tone delivering compact FCR resolutions through a single integrated knowledge platform.


In a highly dynamic environment, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge management system is a given, the struggle for better performance no more remains a pressure. On the other hand, with self-service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from, and what better than freedom from long and hammering call center ringtones.

Explore more and get to know more about the capabilities knowledge management has to offer.


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