AR Customer Service System Using 3D Object Tracking
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Solution Overview
Problem
Businesses face high costs and inefficiencies in providing customer service for complex equipment installations and repairs, as technicians often need to visit customer premises, which can be time-consuming and costly.
Innovation Solution
A content management system (CMS) using machine learning and augmented reality (AR) integrates with social media platforms to provide users with self-help AR tutorials and interactive recordings, allowing customers to install and repair equipment independently, with sensors and processing systems identifying and tracking 3D objects to enhance the AR presentation and guide users through the process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If technicians visit customer premises for installations and repairs, then service quality is maintained, but service costs and time consumption increase
Solution Approach 1:
The patent implements self-service through AR-guided customer self-diagnosis and self-repair systems. Customers use mobile devices to capture images of equipment, receive automated analysis, and follow step-by-step AR instructions to perform repairs themselves, eliminating the need for technician visits for routine issues while maintaining service quality through expert-guided procedures.
Solution Approach 2:
The patent introduces an AR-based virtual assistant as an intermediary between customers and technicians. This intermediary provides real-time guidance, diagnostics, and repair instructions through augmented reality overlays, enabling customers to resolve issues independently while maintaining access to expert knowledge without requiring physical technician presence.
2Reliability
If technicians visit customer premises for installations and repairs, then complex equipment issues are resolved, but service costs increase
Solution Approach 1:
The system enables customers to perform complex repairs themselves by providing AR-guided procedures that walk them through diagnostic and repair steps. The AI-powered analysis automatically assesses equipment issues from customer-submitted images, generating personalized repair guides that empower customers to handle complex situations without technician intervention, significantly reducing service costs.
Solution Approach 2:
The system performs preliminary diagnostics and repair planning before any customer action. The AI analyzes equipment images upfront, identifies issues, and prepares customized AR repair instructions in advance, allowing customers to proceed directly to execution without requiring preliminary technician assessment visits, thereby eliminating travel and on-site preparation costs.
3Ease of operation
If traditional customer service methods are used, then technicians can provide hands-on assistance, but scalability is limited
Solution Approach 1:
The patent replaces the mechanical system of physical technician presence with an digital AR-based guidance system. Virtual overlays provide hands-on visual assistance through step-by-step animated instructions overlaid on real-world equipment views, capturing the essence of hands-on teaching without requiring physical instructor presence, thereby enabling unlimited scalability.
Solution Approach 2:
The AR guidance system serves multiple functions simultaneously: it provides diagnostic assistance, repair instructions, safety warnings, and troubleshooting guidance through a single unified platform. This multi-functional system can serve any customer with any equipment type, replacing the need for specialized technician expertise for each individual case and enabling universal scalability across diverse service scenarios.
Data Source
AI summary
Aspects of the subject disclosure may include, for example, a device, comprising: a display; a sensor for detecting three dimensional objects; a processing system including a processor coupled to the display and sensor; and a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations, the operations comprising: identifying a three dimensional object proximal to a user of the device; tracking and storing a position of the three dimensional object; creating an augmented reality (AR) presentation for the user, wherein the AR presentation includes an image of the three dimensional object and an enhancement of the three dimensional object; and displaying the AR presentation to the user. Other embodiments are disclosed.