When equipment fails and the on-site technician cannot resolve the issue alone, remote support is essential. Traditionally, this means phone calls—technicians describe what they see, experts ask questions and everyone hopes the mental picture matches reality.
AR remote expert support changes this dynamic fundamentally. The expert sees exactly what the technician sees, in real time. This simple shift transforms how maintenance problems are diagnosed and resolved.
Phone support: the traditional approach
Phone support has been the standard for decades. Here is how it typically works:
- Technician encounters a problem they cannot solve alone
- Technician calls the expert and describes the issue verbally
- Expert asks questions to build a mental picture of the situation
- Back-and-forth clarification: "Which valve?" "The one on the left." "My left or your left?"
- Expert provides guidance based on their understanding
- Technician attempts the fix and reports results
- Repeat if unsuccessful
This process is slow, error-prone and frustrating. Miscommunication is common. Critical details are lost in translation.
AR remote support: the visual approach
AR remote expert support transforms this process:
- Technician encounters a problem they cannot solve alone
- Technician starts an AR session on smart glasses, tablet or smartphone
- Expert joins and sees exactly what the technician sees in real time
- Expert adds visual annotations—arrows, circles, highlights—directly in the technician's view
- Expert guides the technician step by step with voice and visuals
- Technician executes with confidence, seeing exactly what to do
- Session is recorded for future reference
The expert sees reality, not a verbal description. Communication is precise and immediate.
What changes: a side-by-side comparison
| Aspect | Phone support | AR remote support |
|---|---|---|
| Communication | Verbal description | Live video + annotations |
| Clarity | Prone to misunderstanding | Visual, unambiguous |
| Speed | Slow back-and-forth | Immediate guidance |
| Resolution rate | Variable | Higher First Time Right |
| Documentation | Manual notes | Automatic recording |
| Knowledge capture | Lost in conversation | Preserved for reuse |
The impact on maintenance operations
The shift from phone to AR remote support has measurable impact:
Faster resolution
AR remote support reduces Mean Time To Repair by eliminating miscommunication and enabling precise guidance. Issues that took hours to resolve over the phone can be fixed in minutes.
Higher First Time Right
When experts can see exactly what is happening, they provide better guidance. Technicians execute correctly on the first attempt more often.
Better knowledge capture
Recorded sessions become a library of solved problems. Future similar issues can be resolved faster—or converted into AR work instructions for self-service.
More efficient expert utilisation
Experts can support more issues in less time without travel. Their knowledge reaches further.
Improved technician confidence
Technicians feel supported rather than isolated. They are more willing to attempt challenging repairs knowing expert guidance is available.
Real-world example: manufacturing equipment support
A manufacturing company tracked support interactions before and after implementing AR remote support:
Before (phone support):
- Average resolution time: 2.5 hours
- First Time Right rate: 45%
- Escalation to site visit: 30% of cases
After (AR remote support):
- Average resolution time: 45 minutes
- First Time Right rate: 75%
- Escalation to site visit: 12% of cases
The shift to AR remote support cut resolution time by over 70% and dramatically reduced the need for costly expert site visits.
When to use AR remote support vs phone support
AR remote support is most valuable when:
- Visual context matters (equipment, components, indicators)
- The issue is complex or unfamiliar
- Precise guidance is required
- Documentation and knowledge capture are important
Phone support may still suffice for:
- Simple questions with clear answers
- Situations where AR devices are not available
- Non-visual issues (software configuration, process questions)
For maintenance operations, AR remote support is becoming the standard for complex troubleshooting and repair guidance.
Getting started
If your maintenance operations still rely primarily on phone support, AR remote support offers significant improvement potential. Start with a pilot on high-impact issue types, measure results and expand.
Learn more about AR remote expert support for corrective maintenance or contact ActARion to discuss your remote support needs.