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1 Overview of Release 21.05

Release 21.05 of CareAR Assist focuses on usability and improving adoption. With this release, we introduce two new CareAR apps (CareAR Assist for Browser and CareAR Assist for Smart Glasses), enhancements to the session invitation and join process, a laser pointer tool, and numerous additional enhancements to the portal.

2 CareAR Assist for Browser

Today, when a guest is invited to a CareAR Assist session, the guest may prefer to not download the CareAR Assist native app to engage in the session. There are various reasons why a guest may not wish to download the app: security concerns, lack of room on the mobile device, the device is an older model that doesn’t support AR technology, the user is prevented from downloading apps due to company IT policy, low battery, etc.

These users often tend to be casual, one-time users. The net result is a lost opportunity for service personnel to engage with customers using CareAR Assist.

To increase acceptance and adoption and to remove friction from the session join process, we are introducing a new CareAR app for guest participants that runs in a mobile web browser: CareAR Assist for Browser. The guest user doesn't need to download anything - just tap to join. Once in the session, the guest using CareAR Assist for Browser can stream HD audio and video from their location to aid with the problem resolution.

Note: Session guests can still download the CareAR Assist native app and join a session as they do today with Release 21.04. This new app expands the options available to guest participants.

As part of building CareAR Assist for Browser, we've enhanced and streamlined the flow for joining a session (see Enhanced Session Invitation Flow).

2.1 Controls and Operation of CareAR ASSIST for Browser

CareAR Assist for Browser was created as a simple alternative for guests to join a session. Hosts of CareAR sessions will need to use the native application to start and manage a session. Session invitations are made by the host and delivered in the same manner as Release 21.04.

A new tenant-level configuration parameter, Guest join by browser, is introduced that controls the CareAR Assist for Browser join option. This parameter is contained in the My Company screen of the admin portal and is defaulted to OFF.

The guest user running the browser application does not need to be running the CareAR Assist app on any other device. The user certainly may have the CareAR mobile app installed but is not required to join a session. Further, the guest user does not need to be a credentialed CareAR user - meaning, they do not need an account with CareAR to join a session via browser.

The host of the CareAR Assist session will share a link with the guest user using the invite mechanisms currently in place. The session start experience for the host remains the same; the new experience (if enabled) is seen only by the guest.

Note that permissions to use microphone and camera are asked by the browser – not the application. Some browsers may ask once – others may ask every time; this is a function of the browser’s policy and implementation.

2.2 Supported Browsers

This first phase of CareAR Assist for Browser supports the most popular mobile browsers, including Chrome and Safari. The app will run in mobile browsers based on Chromium (e.g., Brave) and for iOS-based devices, webKit.

The CareAR Assist for Browser app was not designed for desktop use as the primary use case is for a guest streaming from their mobile. However, we do not prevent a guest user from joining via desktop browser. If a guest joins via their desktop browser, the device’s camera is disabled.

2.3 Annotations

With this implementation, when a CareAR Assist for Browser guest is streaming video into the session, the annotation tools are disabled to the host and other collaborators.

While the guest can turn on/off the video camera, pausing the video stream from the guest and host sides is disabled.

2.4 Laser Pointer

A new tool is added to the CareAR Assist toolkit: the laser pointer (see Laser Pointer).

When the guest participant is live streaming video (either from the CareAR Assist native app or from CareAR Assist for Browser), the host can select the laser pointer and provide live visual guidance on all participants' screen. Note that participants (hosts and guest) using the native mobile app and desktop app can both control and see the laser pointer.

2.5 Snapshot

The host may take a snapshot at any time of the live video feed coming from the CareAR Assist for Browser app. The local snapshots are stored based on your default browser settings.

2.6 Multi-party Support

Multi-party sessions are supported where one or more of the guest users have joined using CareAR Assist for Browser.

The video management behavior and role controls by the host across multiple users is the same as the current CareAR implementation.

2.7 Language Support

The browser application will support English only, initially. Support for additional languages will be provided in an upcoming release.

2.8 Session Data

The session data collected for sessions involving participants that use the browser app indicates the devices used, including the browser type and version.

2.9 Minimum Requirements

The minimum requirements for mobile OS and browser version are listed in the table below.

Mobile Device	Native	Mobile Browser
iOS	iOS 11+	Mobile Safari/webKit 11+
Android	Android 8+	Google Chrome 28+

3 CareAR Assist for Smart Glasses

Certain use cases for CareAR Assist require that a user be handsfree during the remote solve session. In support of these scenarios, we are introducing a new application, CareAR Assist for Smart Glasses. The user running CareAR Assist for Smart Glasses will always be invited to join a CareAR Assist session as a guest. Running the CareAR Assist app on mobile or desktop is not required to run the smart glasses application.

The user running CareAR Assist for Smart Glasses is assumed to be a named user - that is, they have a CareAR account.

The guest is invited by the host user using the current methods supported: SMS, email, or copy link. When the guest receives the invitation, the system presents to the user options for joining the session - including joining via QR code.

3.1 Controls and Operation of CareAR ASSIST for Smart Glasses

Users running CareAR Assist for Smart Glasses shall join a CareAR Assist session using the following steps. Note: The user with the smart glasses will always join as a guest and will not initiate the session from the smart glasses.

A new tenant-level configuration parameter, Guest join by smart glasses, is introduced that controls the CareAR Assist for Smart Glasses join option. This parameter is contained in the My Company screen of the admin portal and is defaulted to OFF.

3.2 Setup

Setup of CareAR Assist for Smart Glasses is simple. The smart glasses user is prompted to input the default name to be used when invited to a session. Once set, the smart glasses will use that name to join a session. With every new session, the CareAR Assist for Smart Glasses user has the option to change the name used to join the session or simply use the previously set name.

3.3 Guest User Controls

The CareAR Assist for Smart Glasses user’s audio and video is muted upon joining the session. The host then gives control to the CareAR Assist for Smart Glasses user. After receiving control, the user can unmute/mute camera

Just as with the CareAR Assist native app, the host may choose to mute the guest user at any time. This may be needed if the guest user is in a noisy environment.

In a session, the CareAR Assist for Smart Glasses user can enable/disable the video camera on the smart glasses at any time using the built-in gesture controls.

In a session, the CareAR Assist for Smart Glasses user can disconnect session at any time using gesture control.

When video is enabled from the smart glasses, the guest user’s view is streamed to the session (you-see-what-I-see) and is viewable by all the participants in the session. The host and guest(s) collaborate to solve the problem.

Either the host or guest may exit the session at any time. If the host exits, this terminates the session for all participants.

If the guest exits the session but the host does not exit, the guest may rejoin using the QR join code that was originally shared.

3.4 Annotations

Most smart glasses lack native AR technology. As such, we do not support AR annotations on the live video stream coming from the guest's CareAR Assist for Smart Glasses app. When a guest is streaming video into the session from smart glasses, the annotation tools are disabled to the host and all other participants.

While the guest can turn on/off the video camera, pausing the video stream from either the guest or the host sides is disabled.

3.5 Laser Pointer

When the guest participant is live streaming video from CareAR Assist for Smart Glasses, the host can select the laser pointer and provide live visual guidance on all participants' screen – including the view of the smart glasses. Note that participants (hosts and guest) using the native mobile app and desktop app can both control and see the laser pointer.

3.6 Snapshot

The host may take a snapshot at any time of the live video feed. The guest user (the user that is running the smart glasses app) will not have access to the snapshot function.

3.7 Multi-party Support

Multi-party sessions are supported where one or more of the guest participants are using the CareAR Assist for Smart Glasses application.

The video management behavior across multiple users is the same as the current CareAR Assist native app implementation.

3.8 Language Support

The CareAR Assist for Smart Glasses application supports English only. Additional language support is in development.

3.9 Supported Devices

For a list of Support Devices please view our Compatibility page to find out more.

4 Enhanced Session Invitation Flow

Today’s CareAR session invitation flow is straight forward: a host sends an invite to a guest via SMS, email, or URL (which may be copied and shared by the host via some other app). Prior to release 21.05, guests join a session only by using the native CareAR Assist app (iOS, Android, WIN, or macOS).

With Release 21.05, we expand to allowing guests to join via CareAR Assist for Browser or CareAR Assist for Smart Glasses. To enable the additional options, we've enhanced the session invitation flow. Note this flow is adjusted only for those tenants configured to support one or both of CareAR Assist for Browser and CareAR Assist for Smart Glasses applications.

The enhanced session invitation flow introduces a new landing page reflecting the additional options for joining a CareAR session. Additionally, the host's first name, the host’s profile picture (if available), and the host’s company name is displayed to the user in the pre-session join screen. This information provides additional context about the CareAR session invitation to the guest user.

4.1 Activation

In the tenant’s admin portal, with the My Company screen, two new options are provided:

Guest join by browser
Guest join by smart glasses

For each of these new fields, the two options will be On and Off. When these fields are both set to off, the session invitation behavior will be identical to the behavior supported in release 21.04 and the new join flow experience is not activated.

The default for each of these new fields is OFF.

4.2 New Landing Page

Tenant administrators can choose to enable one or both options. If one or both options are enabled, a new landing page will be presented the guest users based on the tenant configuration. Once enabled, the guest will be presented to the option to join by app and to join by browser and/or smart glasses.

5 Laser Pointer

When working within a CareAR Assist session, sometimes the best visual tool to get your point across is a laser pointer. Release 21.05 introduces the laser pointer tool to the native app's toolbox, allowing participants to move about the livestreamed video screen to highlight details or direct a viewer’s attention to a specific area. The laser pointer tool is simple, easy to use, and familiar to many users.

When activated, the appearance of the pointer is short-lived and fades after a few seconds.

5.1 Controls and operation of the laser pointer

The primary use case of the laser pointer is in a session is where a desktop user (the host) invites someone (the guest) to a CareAR Assist session, the guest enables the camera on their mobile device to stream video to the session, and the host moves the laser pointer to areas of interest. The user experience from host and guest perspectives are described below.

5.1.1 Session Host

Once the host starts the session and live video is streaming, the session host selects the laser pointer from the tool options. The host then presses down on the mouse and moves the mouse to control the laser pointer. When the host un-clicks the mouse, the laser pointer coordinates are then shared with the other session participants.

5.1.2 Session Participants

As the laser pointer moves, the session participants will see the travel of the laser pointer. The transient coordinates (meaning, the travel path of the laser pointer that are not the most recently received coordinates) fade/dissolve after a bit and the most recent coordinates persist for a few more seconds. If there is no further movement of the mouse, then the laser pointer fades away.

5.2 Supported Applications

The laser pointer tool is available to users of the CareAR Assist release 21.05 native apps (WIN, macOS, iOS, and Android) as one of the annotation tools.

Users who join a session using CareAR Assist for Browser, a CareAR native app, or CareAR Assist for Smart Glasses will be able to see the laser pointer controlled by the host. If a guest joins using the native app, they can also control the laser pointer when they are in collaborator mode.

6 CareAR Portal Enhancements

Several enhancements to the administration of CareAR have been made as part of release 21.05.

6.1 Tenant Parameters

With the definition of the CareAR Provisioning API 1.0, we added several new fields relating to the tenant (i.e., the business account on CareAR). These fields are now exposed in the web portal for the tenant and are set when the tenant is first created.

New Field	Description	Required?
tenantPhysicalAddress	The physical address of the tenant’s place of business	optional
customerCRMID	The identifier associated with the business customer as stored in CareAR’s Customer Relationship Management system (e.g., Salesforce).	optional
customerPlan	The plan chosen by the customer. Valid values are “core”, ”enterprise”, or “trial”.	required
customerStatus	The current status of the customer. Valid values are “trial”, “paying”, “suspended”.	required
resellerOfRecord	When CareAR is sold via a reseller partner, this is the partner’s name.	optional
customerSuccessManager	The named customer success manager for a CareAR customer (typically when they have enrolled in the Enterprise plan).	optional
zQuoteID	The Zuora Quote ID associated with the provisioning action.	optional
createdBy	The method the tenant was created by. Valid values include “Zuora”, “Salesforce”, “AR Enabled Support”, and “Manual” (NOTE: Values are case sensitive)	optional
referralCode	Optional code used in connection with customer’s subscription. Could be a promo code, referral code, or some other reference.	optional

For existing tenants, the CareAR operations team shall ensure that the correct settings for these fields are updated.

6.2 Dashboard and Report Enhancements

6.2.1 Julian Date

Today when session activity reports are exported to CSV files, start time, start date, and session duration are presented in a human-readable format. This presents a challenge when other systems (e.g., Tableau) parse and process this data. These enhancements include formats that are more easily parsed and processed by other systems.

This enhancement presents the start date of the session as a Julian date of the start date using the form yyddd date format (yy=year and ddd=day) . This is presented as a new field in the session activity exported report.

6.2.2 UTC Time

An additional field is included in the session activity report that presents the Start Time in UTC time (i.e., Coordinated Universal Time).

6.2.3 Duration in Minutes

An additional field is included in the session activity report that presents the session duration in total number of minutes, rounded to the nearest minute.

6.2.4 Enhancements to Users Dashboard

Today, Users Dashboard presents user data across the entire tenant. With this enhancement, the admin/analyst portal user can refine the scope to the group level.

The Users Dashboard now includes a Group pulldown to the right of the search box to allow the portal user to select the group. When used, the user stats are refreshed and presented only in the context of the group selected. The group selected from the pull-down remains “sticky” and is displayed to the admin/analyst portal user.

To the right of "Total Number of Minutes" includes a new column titled "Total Number of Surveys". In this column, you’ll find the total number of surveys completed by each user.

6.2.5 Groups in My Company Presented in Sorted Order

In the My Company screen, the groups that have been created are presented in a hybrid sorted order. Previously the groups that exist for the tenant were displayed in the order of their creation. With this enhancement, the group names that exist for the tenant are listed 1) numerical order first and 2) then alphabetical.

6.2.6 Groups in Add New Users Presented in Sorted Order

When adding a new user to a tenant (in the Users screen of the portal), if groups are defined for that tenant, they were formerly displayed in the order that they were created. This enhancement changes the way the groups are displayed in this screen. This enhancement is especially important for tenants that have many groups (e.g., > 50 groups).

As with the My Company screen, the group names that exist for the tenant are listed 1) numerical order first and 2) then alphabetical.

6.2.7 Improved Handling of Survey Responses Containing Commas

When users input data in a KPI/survey question, if the user enters a comma (","), this was treated as a field/column delimiter by Excel and other programs when the file is imported. We want to preserve the formatting of the comments (keeping the commas intact). Special handling of these characters was implemented to improve the text importing process.

7 CareAR Assist – Guest App Feature Comparison

Guest App Feature	Native	Mobile Browser	Glasses
High Definition video streaming	Yes	Yes	Yes
High Definition audio streaming	Yes	Yes	Yes
Create AR annotations anchored on live video streaming from native app	Yes	No	No
View AR annotations anchored on live video streaming from native app	Yes	Yes[1]	Yes¹
Create AR annotations anchored on live video streaming from mobile browser	No	No	No
Create AR annotations anchored on frozen, shared video frame from native app	Yes	No	No
Create AR annotations anchored on frozen, shared video frame from mobile browser app	No	No	No
View AR annotations anchored on frozen, shared video frame from native app	Yes	No	No
AR Calibration (including “AR hints”)	Yes	No	No
Unlimited AR session duration	Yes	Yes	Yes
Multiparty Support (unlimited)	Yes	Yes	Yes
Share images	Yes	Yes	No
Create annotations on shared images	Yes	No	No
View annotations on shared images	Yes	Yes	Yes
Join via SMS, email, URL link identifier	Yes	Yes	No
Join via QR code	No	No	Yes
Screenshot capture	Yes	Yes	Yes
Session participant list view	Yes	Yes	Yes
Landscape Mode	Yes	Yes	No
Audio mute controls (self)	Yes	Yes	Yes
Camera transmit controls (self)	Yes	Yes	Yes
Disconnect (self)	Yes	Yes	Yes
Manipulate the Laser Pointer	Yes	No	No
View the Laser Pointer	Yes	Yes	Yes
Post-call survey	Yes	No	Yes

[1] Requires native app to stream (transmit) the video.