OCR | Remote Assistance | User Guides

Live text

Optical Character Recognition (OCR), also known as text recognition, is a functionality used to recognize printed characters from a scanned or photographed document.  This functionality is available to both technician and customer on their respective consoles.
This feature comes in handy when you need to look into product labels, product manuals, or brand names remotely for problem solving.  Using this feature, the technician or customer can scan any document directly in the session and use the results as needed.

Scan text in Technician console

  1. Before beginning the scan, make sure that the text is clearly visible and focused on the camera stream.
  2. Click More and select Live Text to start scanning.

  3. Once the scan is complete, the results will appear in a pop-up window titled Scanned Text, along with the detected language.

  4. You can perform the following actions with the scanned text:
    1. Translate Text – Click the Translate into drop-down menu and select your preferred language. To revert to the original text, click the language displayed under Detected Language.
    2. Send via Chat – Share the scanned text with other participants within the session.
    3. Copy – Copy the scanned content and paste it into another document or application.

Scan text in Customer Console

Make sure the text is clearly visible and focused within frame
Click the More option (... icon) at the bottom-right corner.
Select the Live Text option from the menu.

Mobile viewImage of customer's mobile screen with the live text option

 
Click the Live Text button to begin scanning.
Once the scan is over, the result will be displayed along with three options.
To share the result with other participants, use the Send via chat option. To save it elsewhere, use the Copy button.
You can also share it through other apps on your mobile by clicking the Share icon.

Scan result
Image showing scan result, Send via chat option, copy icon and share icon

 
 
To improve scan accuracy
The text to be scanned should be in English only.
Scan the text in portrait orientation.
Make sure the text is centered on the screen before scanning.
If the text looks blurry on the camera stream, try to focus on the text more clearly.