Help Lightning’s Remote Assistance software provides next generation video collaboration services that enable a company’s experts to work virtually side-by-side with anyone needing help, anywhere in the world. The company’s cloud-based solution applies augmented reality features, including the merging of two video streams and the use of 3D annotation to improve real-time communications and solve difficult problems. Help Lightning is used for the installation, inspection, training, servicing, and repair of complex equipment and products.
Using augmented reality features, Help Lightning blends two real-time video streams, that of the agent and of the customer into a collaborative work environment.
This innovative technology allows an agent to virtually reach out and touch what the customer is working on. The agent’s hand displays in the customer’s field of view where they can annotate, use hand gestures, and even bring in tools, parts, images or instructions to quickly resolve the problem. Also, captured pictures, session recordings, and call data all become part of the call record for later review or training purposes.