Instant remote audio-visual
support tool for service

How does it work?

technicky problem image

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.

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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.

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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.

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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.

Who can benefit from using AIRe Link?

aire link usage call centre

Call centre / Technical support

See what your customers see

Do you have difficulties to understand the problem description or to guide customers by voice only? AIRe Link will show you exactly what the customers see, leading to better communication and faster problem resolution.

aire link usage field service engineer

Field service engineer

Minimize unnecessary visits

Do you travel to your customer site to fix trivial issues or to learn you don’t have the tools and spare parts required to fix the issue? With AIRe Link, you can see the customer issue clearly and remotely, possibly guiding the customer to a fix or getting on site ready to fix it first-time.

aire link využití service

Head of service

Decrease cost and increase satisfaction

Do you have a growing number of machines on remote locations, lack of resources and stretched budget for customer support? AIRe Link will enable your team to avoid unnecessary customer visits and improve the rate of first-time fixes.

aire link usage junior service technician

Junior service technician

Get confidence and know-how
Are you beginning your service career or servicing a new device? If so, you may get stuck during your field service tasks. AIRe Link will enable you to get instant visual and audio guidance from a senior support engineer, no matter how far you are from headquarters. As a result, you will be able to fix issues faster, shorter training and build confidence in your abilities.

aire link usage machine operators

Machine operator

Eliminate stress and increase production
Do you have a problem with the machine, which requires consultancy or service action from the vendor? Use AIRe Link to resolve the issue remotely or to share all the details with the service technician before his visit so you get the production faster back in shape.

AIRe Link connects professionals and enables knowledge sharing that ultimately leads to higher customer satisfaction and rapid issue resolution.

Features

Affordable

No initial investment. Running on a smartphone.

Instant

No app needed. Just a WebRTC compatible browser.

Easy

One click to start the remote assistance session.

Scalable

Stable and secure. Scalable to handle any load.

Tools

real time drawing feature

Realtime drawing

session recording feature

Session recording

snapshot feature

Snapshot

live pointer feature

Live pointer

desktop sharing feature

Desktop sharing

Technical requirements

Assistant and client must be connected to the internet

Connection over mobile network (3G, 4G, LTE) is possible

Average data consumption 20MB/minute

Average bandwidth for 1280 x 720 video is 300KB/s

Automated quality adjustment based on internet connectivity

Customer references