Date:
17. May 2022
Reading time: minutes

Remote Service & Augmented Reality Technology

Remote solutions represent an important component and great potential for industrial companies – the age of remote diagnosis, remote access and remote service has dawned. When problems arise, a service technician can get a picture of the situation remotely in a matter of seconds and effectively manage the repair. Visualization of work or machine operations can also be helpful during acceptance tests and training sessions to speed up internal processes or providing more qualified training for the company's own employees.

Remote Service & Augmented-Reality-Technology

Remote service solutions in mechanical engineering - Solve problems remotely!

Companies in the mechanical engineering sector can reduce travel and accommodation costs through effective integration of remote service solutions and thus generate a decisive competitive advantage.

Especially remote service in combination with augmented reality technology, like AR-glasses, offers machine operators and manufacturers many possibilities which should not remain unused. Experts get instant access without any travel time. Employees can collaborate remotely as well as via live video stream and can work in detail with technicians on a machine. Remote diagnostics and remote access thus become easier and more affordable than ever.

Visual perception is the key to understanding, information transfer and memory/recall.

Cone of Experience: People remember 10% of what they read, 50% of what they see and hear, and 90% of what they do themselves!

 

Thus, humans absorb the majority of information through their eyes, and AR devices enhance this level of information. When the user acts on it, the information is transformed into knowledge and experience.


Edgar Dale (1900-1985)

Remote service with AR technology: Taking customer loyalty to a new level

Remote access with augmented reality (AR) glasses allow video livestreams to be transmitted using commercially available smart glasses. Machine operators can remotely show their view to experts and work together on problems, as well as perform maintenance or other activities that would normally require a team of experts.

This provides many benefits - remote access becomes more productive, faster and more flexible. First of all, the machine operator has both hands available during the service. Additional information, work processes or a livestream are projected to the technician in his own reality through the used glasses.

Experts following the live stream can guide the operator, see movements or actions and at the same time receive all the information enriched and necessary by the AR technology in real time. Traditional remote support becomes live support in real time with numerous new possibilities.

Remote live streams - experts work together on machines

  • Real-time support:
    When using remote service glasses for remote access, technicians and experts can start working on machines without delay as soon as an operation is needed or planned.
    There is no time lag, no unnecessary production downtime and no wasted time. In a matter of minutes, multiple experts and technicians can work together on a machine in real time - from anywhere in the world. High-quality remote maintenance is thus possible at any time. The quality of the connection naturally depends on the available network quality.
  • Common view - common approach:
    Through the glasses, experts see everything that the technician sees. In addition, comments can be graphically indicated, additional material (e.g. tutorials, manuals etc.) can be displayed and the technician can be guided through the activity in detail. This increases work safety and reduces potential mistakes, as the experts can closely monitor all steps during the live broadcast. In addition, the view of the technician in the glasses can be frozen in maximum quality (Ultra-HD). Using the screenshots, errors can be documented and, for example, further product improvements can be recorded.
  • Documents can be shared, read and edited - for example to document the performed activity. Sharing the screen and the view of the glasses with several people, experts and responsible persons in the company enables a comprehensive exchange of information and an image of the real situation.
  • A powerful tool against expert shortages:
    Remote solutions with AR glasses significantly relieve the often limited resource of "specialist and technical staff".  Rather, these people are supported comprehensively, which increases efficiency enormously. In addition to the burden of travel, which is already considerable, there are currently often travel restrictions, lockdowns, and even complete travel bans in some circumstances. To ensure business continuity, remote service technology is ideally suited. Support with different team members becomes plannable and reduces risks of production downtimes almost completely.
  • Real-time translation:
    Another important factor is collaboration between multiple technicians and experts from different countries in different languages. In many cases, the software can be upgraded or enhanced with real-time translations that enable better collaboration than would even be possible with on-site visits.
  • Audio Mode:
    In the event that video transmission is not necessary or possible, remote solutions often offer an audio mode to ensure continuity of communication.
  • Documentation during maintenance, training, remote maintenance and problem solving:
    Live video streams make it possible to document the remote accesses with recordings. These can be helpful for further problem solving. Videos and instructions from the experts can be used at any time for recurring tasks. At the same time, the recordings are also useful for training purposes and for subsequent evaluation to optimize operations. The tasks performed during remote access are archived and can be retrieved at any time. Knowledge and important information are thus retained.
  • Acceleration in education, training, and onboarding:
    In addition to maximizing efficiency and easing the burden on everyone involved in maintenance and troubleshooting, remote service goggles can also be a valuable tool for training, education and onboarding thanks to their versatile software and hardware. Technicians and entire teams can be trained simultaneously at different locations better and more easily than was previously possible.
    Experts can also deliver step-by-step instructions more effectively via AR glasses as part of advanced training. The training participants not only learn how to use the remote service glasses, but also improve the content conveyed.

Service speeds up, customer satisfaction increases

Remote service goggles and user-friendly software significantly increase customer satisfaction. Lower service call costs and faster maintenance and better troubleshooting optimize customer loyalty. Training and onboarding are faster, less expensive and much more effective. The detailed documentation and traceability of service calls also contribute to satisfaction. Remote service goggles not only improve service, they take it to a new level.

Companies should look into the innovative possibilities of remote service glasses. It's not a risk to try remote service glasses, but rather not to! Because more and more customers expect the convenience of using remote service glasses.

The barriers for remote service glasses are very low thanks to cloud-solutions

The use of remote service glasses is neither expensive nor does it require extensive infrastructure. Most applications are based on cloud solutions and can be easily subscribed to. Solutions for remote service glasses are very dynamic, flexible and adapt to one's use case.

The ADAMOS STORE offers remote service glasses applications that can be easily networked with ticketing systems through the ADAMOS HUB integration. The solutions are mostly completely device-independent and are supported by common smart glasses. Responsible parties would be best advised to gather information and schedule initial tests with the solutions today. There is a lot to gain.

Automatically integrated authentication

Access to the live streams and data of the glasses in the context of remote access can be secured via additional software and hardware. Authentication to access is done via encryption technologies or access rights management such as single sign-on (SSO) in the ADAMOS HUB. This means that logins and authorizations to the glasses are controlled via the Control Center in the ADAMOS HUB.

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