Augmented Reality (AR) in Field Service: Revolutionise Remote Assistance and Technician Performance

Businesses across various industries constantly seek innovative ways to enhance productivity and workforce performance and improve customer satisfaction. Field service organisations face increasing customer and technician demands. Customers expect faster problem resolution and seamless interactions, while technicians require access to real-time information and expert guidance to enhance their performance. 

Augmented Reality is revolutionising the field service industry by empowering technicians, improving efficiency, and enhancing the overall service experience. Through remote assistance, real-time collaboration, and interactive visual guidance, AR enables technicians to resolve complex issues more effectively, resulting in increased first-time fix rates and reduced resolution times. By bridging the skills gap, optimising resources, and enhancing customer satisfaction, AR is transforming field service operations.

The Rise of Augmented Reality in Field Service

As technology advances, so do the expectations placed on field service organisations. Augmented Reality offers a game-changing approach by merging the digital and physical worlds, enabling technicians to receive real-time guidance and collaborate with experts, regardless of their physical location. This technology allows for the overlay of digital elements, such as detailed diagrams, instructions, and annotations, onto the real-world environment, enhancing the technician's ability to perform tasks accurately and efficiently.

AR is not to be confused with Virtual Reality (VR). While VR creates a completely immersive, computer-generated environment, AR overlaps digital elements by enhancing the existing real-world environment. There are three types of AR: marker-based, markerless, and location-based. Marker-based AR recognises unique visual points and populates animations accordingly. Markerless AR allows users to move virtual objects freely in their real-world environment. Location-based AR ties digital content to specific locations, providing contextually relevant information to users.

The Benefits of Augmented Reality in Field Service

Augmented Reality provides many benefits to field service organisations, technicians, and customers. By leveraging the power of AR, organisations can optimise technician performance, increase first-time fix rates, reduce resolution times, and minimise unnecessary onsite visits. Let's explore the key advantages in more detail:

Enhanced Technician Performance and Efficiency

AR-powered visual support equips technicians with the tools to excel in their roles. Technicians can receive immediate expert assistance through remote guidance, ensuring they are never alone on a service call. Whether using a mobile device or wearable, technicians can access live, AR-powered assistance to help them navigate complex tasks. This support improves first-time fix rates, reduces the need for repeated repairs, and minimises resolution times.

Remote Expert Assistance and Collaboration

One of the primary advantages of AR in field service is the ability to connect technicians with remote experts in real time. Through two-way video or audio communication, technicians can receive guidance and instructions from subject matter experts (SMEs) sitting in a remote office. AR annotations can be sent directly to the technician's device, providing step-by-step instructions and enhancing collaboration. This immediate access to expert assistance significantly reduces the need for onsite visits, resulting in cost savings and increased operational efficiency.

Improved Customer Satisfaction

With AR, field service organisations can improve customer experience by providing faster and more accurate solutions. Remote assistance allows technicians to troubleshoot issues efficiently, reducing downtime for customers. The ability to visually demonstrate solutions and provide real-time guidance enhances the overall service experience and increases customer satisfaction. Additionally, AR enables technicians to access historical data and documentation, ensuring consistent service delivery and preserving tribal knowledge within the organisation.

Bridging the Skills Gap and Knowledge Transfer

Field service organisations often face challenges in transferring knowledge from experienced technicians to new hires. AR addresses this issue by capturing valuable data from service calls, including photos and videos of complex repairs. This information serves as a training resource, allowing organisations to upskill new technicians and bridge the skills gap more effectively. AR-powered knowledge transfer ensures continuity of service excellence and empowers technicians at all experience levels to perform at their maximum potential.

Cost and Resource Optimisation

AR in field service enables organisations to optimise costs and resources by minimising unnecessary truck rolls. Remote assistance reduces the need for technicians to travel to the site, saving time and transportation expenses. By resolving issues remotely, organisations can allocate their skilled technicians to high-value customers or complex repairs, maximising their productivity. Additionally, AR enables technicians to conduct pre-visit assessments remotely, determining the necessary time, tools, and equipment for the repair, further improving resource allocation.

Image courtesy of RealWare

Use Cases: Augmented Reality in Action

Augmented Reality can be deployed in various use cases within field service organisations, revolutionising how technicians perform their tasks. Let's explore some practical applications of AR in field service:

Pre-Visit Assessment

Using AR, technicians can remotely assess a site before the actual visit. This allows them to determine the required time, tools, and equipment to resolve and complete the repair on the first visit. By gathering essential information before arrival, technicians can optimise their time and ensure they have the necessary resources, improving efficiency and customer satisfaction

Remote Assisted Repair

When faced with a new or complex situation, technicians can leverage AR to access immediate assistance from remote experts. Experts can guide technicians through live video and AR annotations, providing real-time instructions and support. This remote assistance reduces resolution times, enhances first-time fix rates, and empowers technicians to handle challenging tasks confidently.

Training and Knowledge Sharing

AR-powered remote support plays a vital role in on-the-job training and knowledge sharing. Technicians can receive training and guidance from experts, even when they are in the field. The data collected during these sessions is valuable documentation for troubleshooting, litigation, and future training. AR facilitates the transfer of tribal knowledge within the organisation, ensuring that invaluable expertise is preserved and shared effectively.

Inspection and Quality Assurance

AR enables technical work to be inspected and signed off on via live video. Technicians can capture video, photos, and supporting documentation during the inspection, which can be saved for future reference. This documentation ensures transparency, quality assurance, and compliance with industry standards. AR offers an efficient and accurate method for conducting inspections, reducing errors and improving overall service quality.

Remote Diagnostics and Self-Solve

With AR, field technicians and contractors can access interactive 3D self-guidance to increase self-solve rates and reduce dependency on external assistance. AR overlays provide contextual graphical guidance, allowing technicians to perform tasks accurately and efficiently. By empowering technicians to troubleshoot and resolve issues independently, organisations can reduce costs associated with escalated calls and minimise error rates.

Implementing Augmented Reality in Field Service

To harness the power of AR in field service, organisations must choose a suitable AR solution that seamlessly integrates into their existing workflows. Atheer, a world-leading field service and remote AR support application, offers an innovative platform that enables organisations to embrace AR technology effectively. With Atheer's AR FSM (Field Service Management) application, organisations can unlock the full potential of AR for their technicians and customers.

Atheer's AR FSM provides field technicians with hands-free visual collaboration capabilities while working on machines. Instructions and guidance from subject matter experts are superimposed on the technician's device, enhancing their field of view and ensuring accurate task execution. Field engineers can access overlays that describe equipment status, such as pressures and temperatures, as they move around a location, enabling them to make informed decisions in real time.

For subject matter experts, Atheer's AR FSM allows for annotation and adding 3D graphics to the technician's AR headset or tablet, facilitating real-time instructions and knowledge transfer in the flow of work. By leveraging Atheer's AR FSM, organisations can improve their first-time fix rates, enable remote diagnostics, reduce training time, and provide their technicians with an augmented and hands-free experience.

To fully leverage the potential of AR, organisations can turn to Atheer's AR FSM application, which provides comprehensive features for both field technicians and subject matter experts. By integrating AR technology into their workflows, organisations can unlock a new level of performance and deliver exceptional service in the digital age. Embrace the power of Augmented Reality in field service and transform your organisation today.

Praxworxs

Praxworxs is a trusted partner in delivering innovative Field Service Management (FSM) and Learning solutions to businesses worldwide, focusing on optimising efficiency, improving learning outcomes and service performance, and driving digital transformation. The Praxworxs Partner Network empowers organisations to stay ahead in a competitive landscape. Praxworxs has established a team of expert Partners with extensive industry knowledge of cutting-edge technologies to provide tailor-made solutions that meet the unique needs of our clients. From implementing immersive technologies like Atheer's Augmented Reality (AR) Technology to offering comprehensive training and support, Praxworxs is dedicated to enabling businesses to achieve their goals. Discover the power of the Praxworxs Partner Network and unlock the full potential of your field service operations with integrated learning technologies.

Atheer

Atheer is a leading provider of Enterprise-grade Field Service Management (FSM) and Augmented Reality (AR) solutions, revolutionising field service management and workplace learning. Atheer's cutting-edge technology empowers organisations to optimise workforce performance, streamline processes, and enhance service delivery. With Atheer, businesses can unlock the full potential of their digital workforce, driving productivity, efficiency, and safety. From field service support, operational process improvement and execution of standard operating procedures (SOP) to real-time data analysis, Atheer transforms how businesses operate effectively and efficiently in the workplace. Discover the future of field service management with Atheer.