Remote expert support with augmented reality

Acty is the augmented reality software for remote video assistance that allows you to see with the eyes of your technicians in the field. The Augmented Reality features integrated into Acty allow you to guide technicians step by step during service interventions and solve problems in real-time.

Remote expert support with augmented reality

Acty is the augmented reality software for remote video assistance that allows you to see with the eyes of your technicians in the field. The Augmented Reality features integrated into Acty allow you to guide technicians step by step during service interventions and solve problems in real-time.

30% increase in first time fix rate

Highly accurate remote diagnostics. Understand the problem immediately and provide precise visual instructions in real-time to your fields technician.

50% improvement in resolution time

Reduce your service response time, avoid costly travel to support your customers, and solve problems remotely. Minimize downtime.

20% saving on travel costs

Provide remote support by creating an additional support channel that will allow you to reduce the travel of your experts and start measuring the support you provide.

25% enhancement in customer satisfaction

Assist your customers in minutes. Provide the expertise of the remote expert and solve problems in real-time, guiding your customers step-by-step to problem resolution through augmented reality.

Global brands that leverage Acty for effortlessly digitizing field activities

Expert Experience

Operator/customer experience

Main Features

AR directions in 3D

Take advantage of AR technology with 3D objects, accessible on smartphones and smart glasses.

The Augmented Reality functions allow optimal and more precise tracking in drawing and directions. A Meeting function and an Augmented Reality Annotation Object Palette have also been added, making it easier for the expert to tell the field technician were to operate and what to do. In addition, with Instant Translation, you can now communicate with a customer or colleague directly in Acty Chat with instant text and voice translation, available in over 60 languages.

Drawing and indicating in Augmented Reality exponentially increases comprehension. All support takes place live, and directions are provided by framing a machine or plant, which will latch onto the framed object and remain fixed in space.This mode allows having excellent fruition of the information. For example, if a technician is operating with a smartphone, he observes the indications, moves the direction of the camera, or leans the smartphone, resuming the first shot, the drawing made reappears at the same point as it is anchored in reality.

Translations

Overcome language barriers with built-in translation support for over 100 languages.

Text Translation allows the expert to set their own and the customer’s language to send chat messages that will be automatically translated and displayed by Acty. This mode of interaction is available in more than 60 languages, making it much easier to talk to customers in foreign countries with whom you need to interact for service activities, even when they speak different languages.

Voice translation can also be used outside of chat; it is available during an assistance session and is activated by the expert who, when setting up the automatic translation of chat messages, automatically enables voice translation buttons for both him and the customer.

It is used in the same way as a walkie-talkie; when the expert or customer continuously presses the button for automatic voice translation, they activate the native language recognition function set by the expert during the translation activation phase, they can speak and when the button has released the system proposes the recognized text.

Then, after an automatic or manual confirmation, the text is sent to the translator, who converts it into audio and sends it to the expert or client in the set language.

Browser based experience.

Live support without the need to download the app

The Augmented Reality functions allow optimal and more precise tracking in drawing and directions. A Meeting function and an Augmented Reality Annotation Object Palette have also been added, making it easier for the expert to tell the field technician were to operate and what to do. In addition, with Instant Translation, you can now communicate with a customer or colleague directly in Acty Chat with instant text and voice translation, available in over 60 languages.

Drawing and indicating in Augmented Reality exponentially increases comprehension. All support takes place live, and directions are provided by framing a machine or plant, which will latch onto the framed object and remain fixed in space.This mode allows having excellent fruition of the information. For example, if a technician is operating with a smartphone, he observes the indications, moves the direction of the camera, or leans the smartphone, resuming the first shot, the drawing made reappears at the same point as it is anchored in reality.

Live pointer

To speed up the interaction between expert and technician and to overcome the limitations of current browsers that do not allow Augmented Reality functions, we have introduced the Live Pointer: a new way to indicate in real-time!

By clicking on the screen during service, the Live Pointer allows the expert to activate and move a pointer drawn on reality, which allows you to give directions to the technician or customer quickly. This functionality is bi-directional, not just expert to the customer. It allows the customer to activate the Live Pointer by touching their screen to show a precise point to the expert. This increases the immediacy and speed of understanding the problem.

Connection to external cameras

For all Android devices, it is now possible to connect external cameras that comply with the UVC protocol and support USB host mode (e.g., not supported: Huawei and One Plus, supported: Samsung and Google Pixel). With the introduction of this feature, it is possible to connect, for example, an endoscope probe for video inspection or external cameras connected to the smartphone. The remote expert can switch from one camera to another as needed using the camera change command.

Get live support with AR by simply scanning a QR code

Start a live call by simply scanning a QR code. Depending on the setup, the QR code might trigger call to anybody or a specific group of experts like mechanics or subject matter experts of a specific equipment. Experts are pre-informed about the equipment/location that the call is initiated which saves time in live support.

Call center grade call routing options

Acty has numerous settings and customizable rules for call routing to make sure the operators/customers always reach correct expertise.

Deploy anywhere including on-premise servers

Acty can be deployed your cloud or on-premises servers. In addition, for data security reasons, images and videos captures during live support sessions can be directly saved to a Amazon S3 cloud server.