TeamViewer Pilot New Features Bring More Value to Companies of all Sizes

August 6, 2020

Latest integrations and new features enhance immersive augmented reality (AR) experience and provide improved remote assistance capabilities

TeamViewer®, a global leader in secure remote connectivity solutions, recently announced that its augmented reality (AR) app TeamViewer Pilot now integrates with ARCore Depth API. The app is also one of the first to leverage the latest LiDAR Scanner in the new Apple iPad Pro.

TeamViewer Pilot enables experts to remotely guide users through complex operations via live camera-sharing, 3D space mapping, 3D Augmented Reality objects and pointers, supplemented by voice and on-screen annotations. Organizations using the app get a much higher first call resolution rate, faster problem resolution, reduced downtime and minimized travel costs.

TeamViewer Pilot technology allows companies to create a ‘shared central intelligence’ framework where subject matter experts, instead of travelling, can remotely share their collective experience and knowledge via real-time augmented reality support calls with on-site technicians and end-users.

Recent COVID-19 pandemic imposed travelling restrictions, and created challenges in the working environment pushing companies to rethink about ways to drive business performance and thereby  driving innovation and process optimization. The outbreak has also exposed limited resilience across several industry verticals primarily led by insufficient agility, non-digitalized operations and processes, and  inefficient usage of human assets. TeamViewer Pilot accelerates innovation and digitalization across multiple use-case scenarios by providing users instantaneous ability to connect, communicate, and collaborate with their on-site technicians or customers in real-time.

The latest Google and Apple integrations offer users a better understanding of the real world with a more realistic interaction and blend-in of AR elements. It is now possible to place 3D annotations much more precisely, to reposition them along the physical objects with direct visual feedback and even to occlude 3D annotations behind physical objects.

Advances in AR-Powered Remote Assistance

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.

Smartglasses Support

Speaking of new technology, smartglasses have become commonplace on shop floors, factories, and service calls. Pilot can be seamlessly integrated into smartglasses 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

While receiving support, on-site users need to refer to manuals, diagrams, or other files. With the latest function, the expert can now send a file to the user during a live TeamViewer Pilot session.

Session Recording

All TeamViewer Pilot live sessions can now be recorded and later stored in your company central shared intelligence repository. The recordings can be used for quality assurance or inspection protocol. They can enhance training programs by utilizing real-world examples to accelerate knowledge sharing, giving a more realistic experience than mock-ups and diagrams.

Optical Character Recognition (OCR)

During a live TeamViewer Pilot remote-assist session, users can use the new OCR feature to recognize printed characters like those often found on machines, tools, and equipment. Once recognized, these characters can be sent directly to the remote expert. No more customers or technicians misreading a 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 joining link, and 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 joins the session.

Seamless Session Request

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

See what they see firsthand with a free trial of TeamViewer Pilot.

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