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System and Method for Collaborative Third-Party Assisted Augmented Reality

IP.com Disclosure Number: IPCOM000240783D
Publication Date: 2015-Feb-28
Document File: 2 page(s) / 39K

Publishing Venue

The IP.com Prior Art Database

Abstract

Disclosed are a system and method for collaborative third-party assisted augmented reality. The system is comprised of a video conference tool on a smart device (e.g., phone, tablet, etc.) that includes both a front- and a rear-facing camera.

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This is the abbreviated version, containing approximately 52% of the total text.

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System and Method for Collaborative Third-Party Assisted Augmented Reality

When a technology user needs assistance from a technician (e.g., support from a help desk), often a gap in communication occurs because the technician has difficulty simplifying terms and explanations to match the user's level of understanding or familiarity

with the technology. The problem is exacerbated when the communication is taking place over the telephone and the support technician cannot see what the user is seeing, which makes it difficult to provide direction.

In an example of the problem, User A calls the help desk for assistance with a printer. The dialog between User A and the Technician might be:

User A: The printer will not print

Technician: Is it turned on?
User A: How do I know?
Technician: Are the LEDs lit?
User A: What is an LED?

A method is needed to enable the support technician to provide direction to the user .

The novel contribution is a system and method for collaborative third-party assisted augmented reality. The system is comprised of a video conference tool on a smart device (e.g., phone, tablet, etc.) that includes both a front- and a rear-facing camera.

In implementation, two people (e.g., end user and customer service representative (CSR) establish a video chat using the smart device. One user is using a device (e.g., phone, tablet, etc.) that includes both front- and rear-facing cameras. Initially, the end user's video chat window simply shows the CSR with whom the user is chatting. Similarly, the technician sees the end user in the video chat window using the end user's front-facing camera, per known usage. During the course of the chat, the user's rear-facing camera is turned on. The video chat window is reconfigured so that each us...