Remote support tools offer great savings potential for maintenance work and simplify communication between on-site workers and remote experts in the back-office. Despite the predicted benefits and the existence of an increasing number of commercial augmented reality (AR) remote support tools, the technology still struggles with various challenges, mainly caused by technical limitations, safety concerns or industry-specific constraints. In this paper, we describe the implementation of an open source AR remote support application with a strong industry focus. The software was developed based on the feedback of four industry partners with different needs in the field of maintenance work. Therefore, we set the focus on configurability to provide the right tools for each use case. The developed remote support tool was then compared with traditional support measures in a user study. This paper presents the lessons learned from the expert discussions with our company partners and the results of the user study.

Original languageEnglish
Pages (from-to)269-279
Number of pages11
JournalProcedia Computer Science
Publication statusPublished - 2021
Event2nd International Conference on Industry 4.0 and Smart Manufacturing, ISM 2020 - Virtual, Online, Austria
Duration: 23 Nov 202025 Nov 2020


  • augmented reality
  • remote support
  • smart maintenance


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