Augmented reality and field services
Augmented Reality (AR) has made considerable progress from the scientific literature. From NASA’s X-38 rocket navigation in 1998 to the introduction of AR-based applications and vivid digital experiences, real-world apps of augmented reality technology have advanced to impact how individuals do business and connect with clients.
Field service providers are quickly consolidating AR technology into their customer service and support capacities. AR-based support changes remote maintenance and repair capacities and increases efficiency with the capacity to transmit visual data using cell phones and smart gadgets.
Gartner predicts that by 2025, more than 50% of field service management (FSM) deployments will incorporate mobile attachments for augmented reality collaboration effort and data sharing tools, to less than 10% in 2019.
How AR can improve field services
How about we investigate the few situations and see how augmented reality technology can smooth out, support, and improve field services.
Situation 1: The appointment-centric model
Appointment-centric field service providers often furnish clients with direct on-site services. They typically have a high volume of shipments from field specialists and clients who expect on-time visits and personal interaction.
To satisfy the need and cover a bigger geographic region, field professionals may have to visit multiple sites each day and offer consistent and direct services, for example, installations or repairs to residential hardware, for example, telecommunications cables, smart dryers, and TVs.
Field service providers may have to depend on workers for hire, who are often less informed and may not be set up to tackle the client’s concerns. Field professionals’ time is often limited by tedious errands and unforeseen scheduling issues, for example, over-runs, missing parts, and unexpected cancellations.
AR for an appointment-centric field service organization
Augmented reality technology plays a crucial part in an appointment-centric model by smoothing out booking and optimizing performance. Increased reality-based visual assistance allows dispatchers to “see” the client’s concern remotely for more effective troubleshooting.
Furnished with a diagnosis, dispatchers can pick the correct field specialist for the job, resulting in a higher first response rate and shorter time on-site. A preliminary virtual investigation using the client’s cell phone camera prepares the field expert for a shipment, guaranteeing they show up with the right data, parts, and equipment.
AR can also help an on-site field specialist by empowering remote visual consultation with a specialist in the field for quicker and more effective problem resolution. This is particularly valuable in more complex situations and for capturing job-related pictures that improve the process of reviewing and reporting jobs.
Moreover, AR allows field specialists to work remotely, managing clients through basic issues themselves. This support model was accelerated during the pandemic for security reasons, however, as its significant value turns out to be clear, many vendors are accepting it as a long-term model.
Situation 2: The result-oriented model
Result-oriented field service providers are typically dependable – maybe even with a contractual commitment – for complex hardware performance, for instance in the clinical gadget and utility sector.
With a priority on equipment performance, service delivery depends on proactive measures, like controlling downtime of machines or general efficiency of hardware to limit downtime risks.
For instance, a glitch in a CT scanner or MRI machine may result in lost revenue and seriously affect emergency clinic planning. Result-oriented FSPs will be needed to check this equipment to predict advance timeout.
AR for an outcome-centric field service organization
Augmented reality technology empowers a remote triplet role, with the arrangement that skilled field experts are bound to predict, analyze and resolve issues remotely and rapidly than traditional call center staff, and at times eliminate the requirement for on-site visits.
Notwithstanding the client’s physical environment, AR can also anticipate technical issues outside the initial contact region.
For instance, if the water pumped by an MRI machine isn’t adequately cold, the hardware will scan on lock and not allow until the temperature can be gotten back to indicated levels. This common issue often emerges in the cooler of the HVAC system. With AR use during routine maintenance, the field specialist can check that the HVAC is working properly, preventing Next Issue and creating a loyal client.
Situation 3: The equipment-centered model
Equipment-centered field service providers employ highly qualified professionals who are certified specialists in specific complex hardware and segments, for instance, oil and gas service providers or facility management.
Its service incorporates constantly delivered preventive maintenance methodology and responsive services in time-sensitive circumstances for equipment and machinery, for example, lifts or fire security systems.
These FSPs know about regulating administrative rules and safety protocols in which they can offer services. Nonetheless, with the declining number of senior field professionals because of retirement and the increasing complexity of equipment, less experienced field specialists need on-site support to troubleshoot or resolve issues.
AR for an equipment-centric field service organization
Increased reality takes into account both on-site and remote support by field specialists to upgrade field service abilities. With AR technology, more youthful field professionals can get hands-on training, remotely team up with field specialists, access video and pictures of defective parts or gadgets through their cell phones. Remote field specialists can see what the professional sees on-site and provide bit by bit training and guidance to determine the issue or confirm that the work has been finished effectively.
RA can also be used effectively to improve the security of maintenance staff. As indicated by the Occupational Safety and Health Administration, most accidents in lifts include a construction or maintenance specialist who is performing maintenance or installation of the lift. Eliminating or decreasing site visits through RA can diminish these accidents and contribute effectively to improving worker safety.
Situation 4: Knowledge-oriented model
Knowledge-oriented field service providers provide mass support to specific models of equipment or specific parts that are shut to external services and require extraordinary knowledge, like car segments or automotive gadgets.
Field Experts are often employed straightly by the equipment manufacturer (OEM) and they may have specific access to the segments of the hardware. Some OEMs require some maintenance exclusively by certified field professionals.
To serve clients effectively and not damage the brand, a knowledge-oriented FSP needs to study the client configuration and respond rapidly to issues. Less experienced field service experts may have knowledge deficiencies and without on-location support to expand their skills, they will have a lower fixed rate and more slow turnaround time.
AR for a knowledge-centric field service organization
Augmented reality technology can eliminate worker-intensive undertakings for the field professional, for example, gathering model number data and other general product details.
For clients, AR-technology can support remote or self-service. With remote services, human field specialists use AR to detect and resolve common technical issues that control the client through interaction.
Self-service, virtual assistants outfitted with Computer Vision technology visually manage the client in the maintenance process, using video and AR, annotation guidelines on their smart gadget screens.
What do field service specialists do for your business?
Field service specialists work with their hands to troubleshoot defects, fundamentally electronic installation and maintenance, and fault planning, and they spend the majority of their days traveling starting with one work environment then onto the next to address any electrical issue or circumstance that emerges.
Field Engineer provides specialized and top-notch universal field services to provide consistent and hassle-free services to technology and telecommunications organizations in 195+ nations.
