Remote Service with AIRe Link

AIRe Link instant visual remote assistant

AIRe Link enables you to see what your customer sees, so you can support your customers remotely and fix faults quickly. With AIRe Link’s no-app, browser-based solution, you can serve any of your customers worldwide, instantly. By improving first-time fix, your organization will gain new levels of productivity and profit in customer support and field service, whilst increasing your customer value by avoiding on-site visits. Service organizations are constantly pushed by their business organizations to reduce cost and increase efficiency, whilst ensuring the customer is kept happy.

At the same time, there are three major macrotrends that are influencing the way of manufacturing and service will be done in the future. First, manufacturing jobs are quickly outpacing the supply of qualified candidates; secondly, more machines are being deployed in remote locations and third, the growing complexity of new technologies. The key KPIs for service teams among the high customer satisfaction are on-site visit avoidance and first-time fix. The recent COVID-19 pandemic also demonstrated the enhanced need of remote work and remote support. Simply said, the service teams need to do more work with less resources.

How does it work?

What seems to be an impossible task, can be solved using innovative tools supporting service teams in the right way. While most service teams already use traditional Remote Support tools, including Remote Desktop, a new type of solution – Instant Remote Visual Support – emerged recently.

The technology behind Konica Minolta’s solution for Instant Remote Visual Support – AIRe Link – is using the camera on a smartphone, tablet or external camera to stream the video showing the end-user scene to a remote service engineer, complemented by audio communications. Advanced tools for visual navigation, e.g. live pointer in the video or graphical annotation within a snapshot, are used to guide the end-user visually through the process.

The usage of WebRTC protocol enables to run the Instant Remote Visual Support session in the browser for most modern smartphones, so the end-user does not need to install any application. He/she only needs to click on the invitation link, typically shared via an SMS. Literarily any person in the world can be supported instantly through this innovative Remote Visual Support solution.

Issue reporting

Customer reports an issue to the machine vendor through established communication channels, typically by phone call or ticketing system. Technical support then offers to run an AIRe Link audio-visual session to investigate the issue remotely.

Establishing connection

Technical support sends the invitation to the audio-visual session to the customer via sms or e-mail. Customer then joins the session by clicking the link on a smartphone or tablet and approving access to camera and microphone. No application is needed, just a compatible web browser.

Problem solving

Technical support can see what the customer sees and is able to navigate them through problem identification and resolution. The session can include audio, visuals, live pointer, snapshot annotations and even document sharing for clear and efficient communication.

Closing and data collection

If the problem can be fixed remotely then session is closed, and information may optionally be stored. This information may be used to build and share knowledge and experience. If a remote diagnosis concludes that site visit is essential, then the information acquired helps the technician be prepared to achieve the fix first-time.