What Is Remote Assistance? Definition & Use
Remote assistance lets an expert see what a technician sees and guide them live via video and AR markers. Learn how it works and where it pays off.
Definition
Remote assistance is live support in which an off-site expert sees the technician's view through a tablet, smartphone or smart glasses and guides them with voice, annotations or AR markers. It cuts travel and downtime. Actarion offers remote assistance within the same platform as the work instructions.
Why does it matter on the shop floor?
- A machine stands still while waiting for the service engineer.
- Experts spend days travelling for short fixes.
What is remote assistance?
Remote assistance (also remote expert support) is a video-based connection between a frontline worker and an expert, enriched with drawings or AR markers in the worker's view.
The expert can freeze the image, draw on it and share documents. Sessions can be recorded and turned into new instructions, which also supports knowledge capture.
Key elements
- 1Worker starts a call from the task.
- 2Expert sees the live view and annotates.
- 3Solution is logged and reused.
Example from the shop floor
A night-shift operator faces an unknown alarm. A specialist joins via video, marks the sensor to check, and the line restarts within the hour.
How does Actarion help?
- Actarion links remote sessions to the work instruction, so solutions become reusable steps.
- Digital, step-by-step work instructions generated from your SOPs with AI.
- AR guidance on tablets and AR glasses, with an audit trail per execution.
Frequently asked questions
No. A tablet or smartphone works; glasses add hands-free use.
With DeepSight Support the expert sees the operator's camera view live and annotates it; only invited users can join. Hosting, access and retention periods are set out in the data processing agreement, and DeepSight publishes its security documentation in the DeepSight Trust Center.
Maintenance, field service, OEM support and quality teams.
