Everything we know about customer support is about to change due to AI. Some people even believe that AI will completely take over customer support and that all you will need is to take a picture of your problem and AI will instantly guide you to the solution. But is that really the whole truth? And if not, in what cases won’t AI be sufficient?
Solving customer problems has always required a mix of approaches and technologies. From the most basic self-service manuals to most advanced on-site expert visits, and everything in between. AI promises to help people solve more problems them selves, without support from another person.
As the use of AI is expanding, so is the number of customer cases it can solve. Yet some issues will always require human expertise, either because of their complexity or because customers prefer a more personal approach. Hence, customer support will always rely on multiple methods, blending AI, remote guidance, and on-site visits in order to solve problems effectively.
AI-powered self-service handles the simple issues, and on-site technicians tackle the toughest ones. But many problems fall in between: too complex for AI yet not serious enough to require a visit. That’s where XMReality comes in. With instant remote video guidance, your experts can resolve complex issues quickly, cut unnecessary travel, and deliver support exactly when and where it’s needed.
An AI chatbot is the perfect first line of defense for predictable, known issues.
The Problem: An operator gets an error code "ERR-501: Feeder Jam" on the machine's display.
How AI Solves It: The operator scans a QR code on the machine, launching a chatbot. The AI recognizes the error code from its knowledge base and provides a 3-step illustrated guide showing how to safely open the feeder hatch, clear the obstruction, and reset the sensor.
When It's Enough: For routine errors with clear, documented solutions, AI provides an instant fix with no need for human intervention.
This is where XMReality shines, when the problem is not straightforward and requires an expert's senses and judgment.
The Problem: The operator cleared the jam, but the error code persists. They now hear a faint hissing sound, which the AI cannot diagnose.
How XMReality Solves It: The operator escalates to a remote expert. Using their phone's camera, they show the expert the control panel and the feeder mechanism. The expert immediately recognizes that the pneumatic line connected to the feeder gate is loose and the hissing is a minor air leak causing a pressure drop. Using on-screen features, the expert guides the operator to tighten the correct fitting. The problem is solved in ten minutes.
When It's Needed: For issues that require sensory input (seeing, hearing), real-time troubleshooting, and expert intuition that goes beyond a manual.
Sometimes, a hands-on repair is unavoidable. And in the cases where a site visit really is required, XMReality still adds value. A remote pre-visit makes it possible to assess the situation beforehand, ensuring that the right tools, parts, and expertise are brought on-site, saving both time and cost.
The Problem: During the remote session, the expert asks the operator to show them the pneumatic fitting. They see that the fitting isn't just loose—it's cracked and needs to be replaced.
How XMReality Optimizes It: Instead of dispatching a technician for a blind diagnosis, the expert has already seen the exact point of failure. They identify the specific part number, check inventory, and ensure the technician is dispatched with the correct replacement fitting and tools.
When It's Required: For any issue involving part replacement, use of specialized tools, or tasks that can only be performed by a certified technician. The remote pre-visit turns a two-trip job (diagnose then repair) into a single, efficient fix.
Even in an AI-driven world, one thing hasn’t changed: customers have different needs. Some prefer self-service, others want quick answers, and many still value direct human interaction. To not just meet but exceed expectations, support organizations need to offer multiple levels of service. By combining AI self-help, remote video guidance, and on-site expertise, businesses can match the right support to each situation. XMReality makes this possible by ensuring that when AI falls short, expert help is still available immediately, creating a customer experience that is fast, adaptive, and human-centered.
Will AI replace the need for human support agents?
Not at all. We see AI as a powerful tool that can augment and support human agents, not replace them. By handling the simple, repetitive queries, AI frees up human agents to focus on the more complex, high-value interactions where their expertise is truly needed. Read more about AI within customer support
How does XMReality integrate with our existing support channels?
XMReality is designed to seamlessly integrate with your existing workflows. It can be initiated from a simple text message, a chat session, or even from within your existing CRM or support software. The goal is to make it as easy as possible for your team to escalate an issue to a remote guidance session when needed. Learn more about XMReality's integrations
Is XMReality difficult to use for our customers?
We’ve designed XMReality to be incredibly user-friendly. Customers can join a remote guidance session with a single click, without the need to download any apps or create an account. It’s as simple as answering a video call.
What is the real-world impact of using XMReality?
Our customers have seen significant improvements in key metrics such as first-time fix rates, customer satisfaction, and operational efficiency. By resolving more issues remotely, they’ve been able to reduce travel costs, minimize downtime, and create a more sustainable and scalable support organization. See how our customers create real value