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Towards a service framework for remote sales support via augmented reality

Brown, Ross A. & Barros, Alistair P. (2011) Towards a service framework for remote sales support via augmented reality. In International Workshop on User-Focused Service Engineering, Consumption and Aggregation (USECA 2011), 12th October, 2011, Sydney Convention & Exhibition Centre, Sydney, NSW. (In Press)

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Abstract

Real-time sales assistant service is a problematic component of remote delivery of sales support for customers. Solutions involving web pages, telephony and video support prove problematic when seeking to remotely guide customers in their sales processes, especially with transactions revolving around physically complex artefacts. This process involves a number of services that are often complex in nature, ranging from physical compatibility and configuration factors, to availability and credit services. We propose the application of a combination of virtual worlds and augmented reality to create synthetic environments suitable for remote sales of physical artefacts, right in the home of the purchaser. A high level description of the service structure involved is shown, along with a use case involving the sale of electronic goods and services within an example augmented reality application. We expect this work to have application in many sales domains involving physical objects needing to be sold over the Internet.

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ID Code: 46034
Item Type: Conference Paper
Keywords: Augmented Reality , Service User Interfaces, Customer Service Support
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > ARTIFICIAL INTELLIGENCE AND IMAGE PROCESSING (080100) > Computer Graphics (080103)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > ARTIFICIAL INTELLIGENCE AND IMAGE PROCESSING (080100) > Virtual Reality and Related Simulation (080111)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Computer-Human Interaction (080602)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Decision Support and Group Support Systems (080605)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Past > Schools > Information Systems
Copyright Owner: Copyright 2011 [please consult the author]
Deposited On: 19 Sep 2011 08:28
Last Modified: 21 Jan 2014 16:29

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