Development of an Augmented Reality Live Streaming Assistance Platform for Technical Support

Customers often face difficulty in receiving real-time visual guidance during product assembly, repairs, or troubleshooting, leading to increased support costs and customer dissatisfaction. The lack of an integrated, easy-to-access remote assistance solution hampers rapid problem resolution.

A mid-sized retail company seeking to enhance customer support and product troubleshooting through AR-enabled live streaming assistance.

• Develop a stable, low-latency live video streaming application supporting real-time interaction between users and support experts.
• Enable users to demonstrate specific issues via live video feeds, allowing for more effective remote assistance.
• Incorporate interactive visual marking tools to point out objects or areas of concern in real-time.
• Ensure the platform adapts to varying network conditions using adaptive bitrate technology.
• Create an easily accessible mobile application compatible with standard smartphones for broad user adoption.
• Achieve reliable performance to facilitate demonstration and replay of video segments for detailed troubleshooting.

• Low-latency, adaptive bitrate live video streaming from user’s mobile device.
• Two-way real-time audio communication between users and support experts.
• Interactive visual markers that users can tap onto the video feed to highlight specific objects or areas.
• Real-time video feed control allowing experts to place hover-over annotations.
• Replay functionality for reviewing specific segments of the live video stream.

• Mobile device camera and microphone access for live video and audio.
• Backend server infrastructure for managing help requests and session data.
• Push notification systems for alerting users about request status.
• User authentication and identity management systems.

• Minimal latency to support seamless 2-way communication, targeting under 200ms delay.
• High video quality with adaptive bitrate to ensure stable transmission under fluctuating network conditions.
• Data security and encryption for video and audio streams to protect user privacy.
• Scalable architecture capable of supporting simultaneous sessions at scale.
• Intuitive user interface optimized for diverse user demographics.

The implementation of an AR live streaming support platform is expected to significantly improve remote troubleshooting efficiency, reduce support response times, and enhance customer satisfaction. Target metrics include achieving high reliability in video transmission, enabling detailed demonstrations, and providing replay features, thereby reducing onsite service visits and support costs.