HP announced in early November a new era of customer support. The convergence of innovation and technology has led to the creation of the world’s first mixed reality customer support for printers. HP has reimagined customer support to provide real-time assistance when it matters most.

In the video above, HP takes us through a common scenario that unfolds on the job. An unexpected failure occurs during a critical deadline, and there’s no immediate support available. Employees are left to either troubleshoot the problem themselves or contact the manufacturer’s customer support. Both situations are less than ideal, as employees might inadvertently worsen the problem while trying to solve it alone. Manufacturer customer support typically involves phone calls, live chats, or video calls. If these methods fail, customers are forced to wait for a subject matter expert to diagnose the issue on-site.

This upcoming evolution of customer support is poised to become the industry standard. It offers a way to operate more efficiently and accomplish more with fewer resources. Mixed reality customer support swiftly resolves issues that would otherwise take days or even weeks, ensuring that projects stay on track. At a time when physical site visits can be challenging, the ability to collaborate as if everyone is present in person is invaluable and reassuring for customers. This aspect serves as a compelling selling point for HP and other original equipment manufacturers. Additional advantages encompass quicker repair times, simplified support processes, a single point of contact, and the elimination of travel-related time wastage.

It’s worth noting that the video and press release do not mention that the HoloLens application in use is Microsoft Dynamics 365 Remote Assist. Addressing potential concerns about security in external communications, Remote Assist provides a one-time call link, helping to alleviate any apprehensions about security and privacy.

An entirely different facet to explore is training using the HoloLens and Remote Assist. For complex equipment like printers, HP often needs to train their customers on proper usage. However, the challenge arises when a staff member quits or retires. An efficient solution lies in HP using the HoloLens and Remote Assist for virtual instructor-led training to quickly onboard new employees.