Exploring Co-presence for Next Generation Technical Support

In many technical support systems, live support agents help end-users resolve issues with computer software/hardware and appliances/gadgets in the real world. The dominant mode of communication in such systems is still the telephone, while instant messaging, video communication, and remote take-over...

Full description

Saved in:
Bibliographic Details
Main Authors: Guven, S., Podlaseck, M., Pingali, G.
Format: Conference Proceeding
Language:English
Subjects:
and virtual realities
augmented
augmented reality
Avatars
Cameras
Co-presence
Context
H.5.1 [Multimedia Information Systems]: Artificial
H.5.2 [User Interfaces]: Interaction styles
interaction
Second Life
Software
Streaming media
technical support
Telephony
Video sharing
Virtual environment
Virtual reality
Citations: Items that cite this one
Online Access:Request full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:In many technical support systems, live support agents help end-users resolve issues with computer software/hardware and appliances/gadgets in the real world. The dominant mode of communication in such systems is still the telephone, while instant messaging, video communication, and remote take-over have emerged as additional modalities in recent years. In contrast to these, 3D avatar based visual co-presence offers a unique combination of gestural interaction, shared reality, agent multitasking, and anonymity. Our paper argues that such 3D co-presence is viable in computer chat/remote help sessions, as well as real world support over camera equipped devices, offering an attractive alternative and enhancement to today's support modalities.
ISSN:1087-8270
2375-5326
DOI:10.1109/VR.2009.4811006