The rise of remote field service: How AR technology is streamlining on-site support

We live in a world that runs on technology, where our lives have been made simpler with the machines around us—computers for work, television for entertainment, household appliances for comfort, and most importantly, smartphones or tablets for communication.

What we don't usually notice is that these machines are not invincible, and eventually, we need our fellow humans to get them up and running.

From service centers to IT support teams, field service operations are indispensable to the functioning of any organization, providing essential maintenance, troubleshooting, and support services to ensure smooth operations and customer satisfaction.

3 ways augmented reality is reshaping field service operations 

Augmented reality (AR) is already on the frontiers of technological evolution, and it's just a matter of time before every business starts reaping its benefits. Let's take a closer look at how AR technology can impact a field technician's routine.

Troubleshooting remote equipment 

Your field technician has been assigned to check on an unknown issue with industrial equipment like a forklift or a generator. Conventionally, they’ll need to go directly to the worksite to conduct a preliminary diagnosis, and based on their findings, they’ll need certain tools or parts. This will take a few more round trips, increasing costs, resolution time, and machine downtime.

With AR, the field technician can skip the travel and diagnose the issue by connecting to the on-site crew. They can see what the crew sees in real time and note down the parts needed to fix the issue, taking just one round trip from start to finish. In cases of a simple fix, they can use visual aids to guide the crew through the troubleshooting process and solve the issue remotely.

Training and onboarding new technicians 

Training is an integral process for any recruit in an organization. In the technical field, it's ideal for technicians to learn on the job even if they gain enough knowledge through a training program. They will face new challenges on the field that can be solved with the help of AR.

It empowers trainers to deploy their technicians directly to field jobs and stay connected with them through the live camera stream. They can watch how the field technician is approaching a problem, give visual instructions with the help of AR tools, and train them while they solve the customer's problem on the spot.

Cross-functional collaboration 

From an automobile to an architectural masterpiece, it takes a workforce of diverse skillsets and areas of expertise to complete the task at hand. Considering the demand for experts, it can be challenging for them to attend to every problem in person. With AR technology, experts can now make themselves available across the globe, anytime they are needed.

They can instantly connect with the field crew to get live visuals of the components on a worktable. They can place digital elements like pointers or text onto the live stream to communicate with each other and get their ideas across. These digital elements remain fixed in space, allowing the members to move freely and work around the workshop.

The future of field service

Every industrial sector is always in the process of scouting and adopting new technologies to improve their operational efficiency. The integration of AR into field service operations marks a transformative step forward. By leveraging AR solutions, organizations can overcome longstanding challenges, enhance productivity, and deliver superior service experiences.


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