Features that bring AR support to the mainstream

Features

TeamViewer Pilot is much more than just a video call. It’s an augmented reality-powered remote support solution that enables you to see what your technicians and customers see. It allows you to draw, add text, or tag real-world objects with 3D markers for reference, so you can guide people through problem-solving steps efficiently.

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Key Features

Inspired by our customers, their needs, and feedback, our TeamViewer Pilot is excited to share these new features and updates.

3D Annotations

When using Pilot, the expert sees what the technician on-site sees through their smartphone camera or smartglasses. Then, using advanced 3D object tracking, the expert can “mark” the display with arrows, notes, and highlights that make it easy for the user to follow along with the expert’s instructions. And the notes “stick” to the referenced real-world objects, even if the camera moves away.

Advanced Object Tracking

TeamViewer Pilot is built on top of two platforms: the Apple ARKit and Google ARCore. In fact, Pilot was one of the first apps to apply the new LIDAR scanner, included in the new iPad Pro by Apple. This technology, usually used in self-driving cars, enhances Pilot’s object tracking capabilities even further: Surfaces, objects, and their relational distance from the camera are recognized even more precisely.

Smart Glasses Support

Speaking of new technology, smart glasses have become commonplace on shop floors, factories, and service calls. Pilot can be seamlessly integrated into smart glasses and wearable headsets from Epson, RealWear, and Vuzix. With this capability, a technician’s hands can remain free to do the work needed to support customers.

Send/Receive Files

Although the person providing help during Pilot sessions tends to be an expert in that field, sometimes technicians still need to refer to manuals, diagrams, or other files during their work.

With just the click of a button, you can now send a file to your remote user through Pilot. You can even refer to the file together in real time, making sure the problem is solved just as it should be according to the documentation.

Session Recording

There are many reasons why you may want to record a Pilot session. Perhaps for quality assurance or to produce more realistic training programs that utilize real-world examples rather than mockups and diagrams. You can now record a Pilot session from the expert’s side, producing a video file that is immediately ready for use on any computer.

Optical Character Recognition

TeamViewer Pilot now includes Optical Character Recognition, or OCR for short, a functionality to recognize printed characters like those often found on machines, tools, and equipment. Once recognized, those characters can be used anywhere through the normal cut-and-paste function. No more customers or technicians misreading one character, resulting in insufficient support efforts or ordering incorrect parts due to human error.

SMS Session Invite

It’s now even easier to invite someone to a Pilot session. The remote expert can create a unique session code and invitation link, then send it to the person who needs assistance over standard messaging (SMS) protocols. The person just clicks on the link to install the app and join the session.

Seamless Session Request

QR Codes are optimizing the AR assistance process. Now, just by scanning a QR code with their smartphone, an on-site worker can request a session with a remote expert from a predefined group.

Security

All remote sessions are AES-256 bit end-to-end encrypted, complying with SOC2, HIPAA/HITECH, ISO/IEC 27001, ISO 9001:2015, and GDPR.

Real Time Information Sharing

During an ongoing Pilot session, remote subject matter experts can now access our precise information sharing tool with just one click and effortlessly share any information in real-time, from their desktop with the on-site user.

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Billed as one annual payment

Named user licensing — monthly price applies to 1 TeamViewer Pilot remote expert.

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How to  Get Started  with  TeamViewer Pilot

Download and install TeamViewer on your computer or mobile device. Download TeamViewer now.

Ask your support requester to install the free TeamViewer Pilot app for Android or iOS.

Enter your support requester’s TeamViewer ID (the TeamViewer ID displayed in the TeamViewer Pilot app) into the TeamViewer Partner ID field and connect.

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How the TeamViewer Pilot plan works

While the TeamViewer Pilot app for Android and iOS is free, you need a license to provide support through the TeamViewer desktop or mobile client.

TeamViewer Pilot subscription plans are available with named user licensing and can be purchased independently from other TeamViewer subscriptions (i.e., a TeamViewer license isn’t required to use TeamViewer Pilot). With named user licensing, you can purchase as many users (i.e., remote expert licenses) as needed. Please note that a user can only support one session at a time.

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