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How Augmented Reality Enhances Field Service Operations and Outcomes

April 15, 2023
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Field service workers are often faced with complex and challenging tasks that require specialized skills, knowledge, and tools.

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Field service workers are often faced with complex and challenging tasks that require specialized skills, knowledge, and tools. They have to deal with different types of equipment, environments, and customers, and sometimes work under tight deadlines and pressure. They also have to cope with the shortage of skilled technicians, travel costs, and safety risks.

How can field service workers improve their performance, efficiency, and satisfaction in their jobs? How can they access the right information and guidance at the right time and place? How can they collaborate with remote experts and colleagues without losing time and quality? The answer will include augmented reality (AR).

AR is a technology that overlays digital information onto the real-world environment through devices such as smartphones, tablets, smart glasses, or headsets. AR can provide field service workers with interactive and immersive instructions, diagrams, videos, animations, annotations, and feedback that enhance their vision and understanding of the task at hand.

Here are some of the benefits of using AR for field service workers:

  • Faster and easier troubleshooting: AR can help field service workers diagnose and fix problems faster and easier by providing them with step-by-step guidance, visual cues, and real-time feedback. AR can also help them identify the parts and tools they need, locate them in their inventory or nearby stores, and order them if necessary. AR can also enable them to scan barcodes or QR codes to access relevant information or documentation.
  • Better collaboration and knowledge transfer: AR can help field service workers collaborate and communicate with remote experts and colleagues by enabling them to share their view of the situation, exchange messages, voice calls, or video calls, and receive live assistance. AR can also help them capture and document their work for future reference or training purposes. AR can also facilitate knowledge transfer across borders and generations by connecting experienced technicians with new hires or apprentices.
  • Improved customer satisfaction: AR can help field service workers improve customer satisfaction by reducing errors, delays, and costs. AR can also help them provide better service by explaining the problem and solution to the customer in a clear and engaging way.
  • Enhanced safety and compliance: AR can help field service workers enhance their safety and compliance by alerting them of potential hazards, providing them with safety instructions or warnings, and verifying their credentials or certifications. AR can also help them comply with regulations or standards by providing them with checklists, audits, or reports.

AR is a game-changer for field service workers. It can help them do their jobs better, faster, easier, safer, and more satisfyingly. It can also help them create value for their customers, employers and themselves.

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