Remote Assist

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Frequently Asked Questions

Functional

Yes, Smart Assist supports multi-user calls in company mode, allowing multiple participants to join a session and collaborate on resolving issues in real time. In individual mode, the session is limited to one user and one expert.

Technicians can scan a QR code posted at the site or use a shared URL link to connect with an expert via video call.

Yes, Smart Assist offers API-based integration with ERP and CRM systems. This allows support interactions, service data, and issue resolutions to be directly linked to customer records or operational workflows, ensuring a streamlined experience across departments without switching between platforms.

Yes, it has a geolocation feature that helps support agents identify the caller's location, which is useful in emergencies.

During a support call, Smart Assist offers a range of interactive features including AR-based annotations, screen sharing, live chat, video recording, flashlight control, mute/unmute options, note-taking, and the ability to mark or highlight specific issues for better clarity and resolution.

Yes, it supports multiple platforms, including desktops, tablets, and mobile phones.

By connecting field teams directly with experts through live video, organizations resolve issues faster, minimize repeat visits, and reduce costly equipment downtime.

Absolutely. Smart Assist is designed for scalability and can be rolled out across branches, plants, and global networks while ensuring centralized visibility and management.

Yes, technicians can connect with experts remotely, share live visuals, and receive step-by-step guidance to complete maintenance tasks efficiently.

Yes. Users can schedule remote sessions with experts .

ROCKEYE Remote Assist is engineered to operate effectively in low-bandwidth and unstable network conditions. This makes it suitable for field technicians and remote support scenarios where connectivity may fluctuate, such as industrial sites, warehouses, or rural locations.

Recorded sessions are stored securely and can be audited later. All the data captured is stored in the reports.

General

Yes, it supports interactive remote training sessions for employees, enabling knowledge sharing without location barriers.

It enables real-time video, screen sharing and chat-based support, allowing service teams to resolve issues quickly without requiring on-site visits.

QR codes can be printed and displayed at workstations for easy scanning, or shared digitally via email. Administrators can send personalized URLs linked to QR codes directly to technicians' email addresses, enabling instant and secure access to assigned tasks or check-in points.

Field technicians, service engineers, support teams, customer service reps, and remote staff who need visual collaboration to resolve issues.

Technical

Smart Assist is designed for cross-platform compatibility and does not require any dedicated application. It works seamlessly on modern smartphones, tablets, laptops, and desktops through standard web browsers (Chrome, Safari, Edge, Firefox). Users simply scan the QR code to initiate a secure session with an expert. The system supports both Android and iOS devices and is optimized for stable performance over 4G/5G mobile networks as well as Wi-Fi connections.

Our platform is designed for seamless connectivity without requiring any additional applications. It ensures stable communication without bandwidth or frequency issues, providing a smoother and more reliable experience than traditional platforms.

All recordings are encrypted and stored on secure cloud servers with access controls. Organizations can download recordings for audits, or integrate them with their document management systems.

Smart Assist is optimized to work smoothly even in low-bandwidth or unstable network conditions. It uses adaptive streaming and compression techniques to maintain clear communication, ensuring uninterrupted support and collaboration even in areas with poor connectivity.

The system adheres to SOC 2 compliance standards, ensuring secure handling of transactions and maintaining strict data privacy controls.

Smart Assist is designed to be industry-agnostic and highly adaptable. It can seamlessly integrate with various platforms, to enhance support, streamline operations, and provide real-time assistance across different business environments.

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