Acty for customer support

For industrial companies, providing timely and effective customer support is essential to reducing machine downtime and ensuring operational continuity. Acty transforms remote support management by combining 3D Augmented Reality video calls, AI-powered simultaneous voice translation, and advanced document access within a single, professional, centralized cloud platform.

Acty consolidates after-sales support into a customizable digital ecosystem. For large OEMs, the platform offers the ability to deploy an app featuring their own brand, logo, and visual identity in White-Label mode. End customers interact directly with the company’s brand through a premium support experience, strengthening brand loyalty while ensuring the highest standards of professionalism throughout the service process.

Support for technical issues resolution

Acty’s evolved video call technology is specifically designed for industrial technical support. It allows experts to visually guide customers through operative troubleshooting steps, enhancing support efficiency.

Real-world scenario:
A manufacturer of high-precision industrial compressors receives a support request from a customer in Asia. The machine is experiencing unexpected vibrations, and the on-site technician is unable to identify the cause. Using Acty’s advanced video call features, a remote expert in Europe:

• Rapidly enters in contact with the overseas customer and can promptly guide the technician
• Identifies that a loose mounting bracket is causing the vibrations
• Guides the technician through the adjustment procedure step by step

Within minutes, the issue is resolved without the need for an on-site visit, saving both time and costs while ensuring customer satisfaction.

Acty’s video call features provide a versatile communication channel tailored to various business needs. Beyond visual support, Acty manages governance and contact workflows according to specific business rules. Companies can configure routing rules and granular access permissions based on each customer’s service options. The ability to initiate calls, send messages, or access specific levels of support can be linked to active service contracts or equipment warranty status.

• Improve Remote Support for your technicians
• Elevate your service operations with a Remote Visual Assistance Software

Real-time voice translation: breaking language barriers in customer support

Many industrial companies export machinery worldwide, making language barriers a major challenge for remote assistance. Acty eliminates this problem with real-time voice translation, allowing seamless multilingual communication between technicians and customers in over 120 languages​.

By integrating real-time voice translation, Acty allows companies to expand their global support capabilities, ensuring that language differences never slow down troubleshooting:

• Instant translation: conversations are translated in real time, allowing both parties to speak in their native languages.
• Multilingual chat translation: text messages and instructions are automatically translated, ensuring clarity in written technical communication.
• Integrated: no need for third-party apps; translation is built directly into Acty’s interface.
• Speech-to-text for documentation: translated conversations can be saved as text logs, helping companies track support interactions and improve future responses.

Imagine a French industrial robot manufacturer exporting equipment to South America. A Brazilian customer reports a software error but speaks only Portuguese. The manufacturer’s support team speaks only French and English. With Acty’s real-time voice translation, the technician and the support expert communicate effortlessly in their own language:

• The technician in Brazil asks questions in Portuguese, which Acty instantly translates into French
• The French expert provides instructions in French, which Acty converts to spoken Portuguese in real time.
• The problem is diagnosed and fixed in one call, eliminating delays caused by language misunderstandings.

• Discover technical support with automatic voice translation
• How Acty’s Automatic Translation can solve critical technical issues in real-time

Document and solve issues efficiently

Acty’s integrated photo and video capture function allows support teams to document every interaction, providing valuable insights for issue tracking, future troubleshooting, and knowledge sharing.

• Support interactions can be recorded and saved for training, reporting, and quality control
• Photos and videos can be used to create customized digital work instructions for recurring issues
• Visual documentation helps customers to solve recurring problems independently in the future

This not only improves customer efficiency but also frees up technical support teams to focus on more complex cases.

Acty integrates seamlessly into the company’s software architecture and dedicated after-sales portals. Instead of scattering information across informal communication channels, the platform centralizes the complete service history, synchronizes metadata with the company’s management systems, and provides access to technical documentation and spare parts within a single, secure, and fully traceable environment.