Abstract
Purpose: The aim of the study was to evaluate the role of augmented reality in improving remote technical support in Nigeria. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries. Findings: The integration of Augmented Reality (AR) in remote technical support in Nigeria has significantly enhanced troubleshooting efficiency by allowing technicians to visualize issues in real-time, providing immediate and interactive guidance. This technology has improved customer satisfaction by reducing downtime and accelerating resolution processes, making support more accessible, especially in remote areas. Additionally, AR has contributed to cost reduction by minimizing the need for physical technician visits and extensive in-person training sessions. Unique Contribution to Theory, Practice and Policy: Technology acceptance model (TAM), media richness theory (MRT) & cognitive load theory (CLT) may be used to anchor future studies on role of augmented reality in improving remote technical support in Nigeria. Implement AR solutions to provide remote technicians with detailed, real-time visual overlays that guide diagnostic and repair processes. Formulate policies that establish standards for AR technology in remote technical support. This includes guidelines for data security, privacy, and interoperability to ensure that AR solutions are safe, reliable, and can work seamlessly with other technologies.
Published Version
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