Towards AI-Enabled Augmented Reality for Technical Support

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Speaker: Dr. Sinem Guven Kaya, Research Manager, Interactive and Immersive AI Group, IBM Research

Technical support service providers typically maintain thousands of products to provide the highest possible level of service to clients. Delivering such a high-dimensional service necessitates maintaining a significant technical force who have been trained on a wide range of products. Given the increasing product portfolio and the pressure for technicians to cover multiple domains equally effectively, training these technicians becomes a major impediment for service providers. In this talk, I describe our experience of building and deploying a scalable AI-driven Augmented Reality solution to address this problem, and how such innovations transform technical support .

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