Dynamic Content Generation for Augmented Technical Support

Sinem Güven Kaya, Bing Zhou, Rohan R. Arora, Noah Zheutlin, Gerard Vanloo, Elif K. Eyigöz

Abstract: In the hardware technical support domain, scaling technician skills remains a prevalent problem. Given the large portfolio of hardware products service providers need to maintain, it is not possible for every technician to be expert at repairing every product. Augmented reality addresses this problem through virtual procedures, which are interactive 3D visual representations of text-based knowledge articles that describe how to perform step-by-step repair actions. Virtual procedures, thus, equip the technicians with the skills they need to support a wide range of hardware products. In this paper, we present a novel and scalable approach to dynamically construct virtual procedures, and we demonstrate the feasibility of our approach through a real-life implementation.