Are you providing AR/VR tools to customers so they can perform remote services on their environment?

TraeShattuck

We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we have concerns about directly providing this technology to our customers as well. If they don't know how to use the technology properly, it could result in a negative customer experience.

Josh Garrison

for our particular line of business and given our service fulfillment model, not that much. The nature of our service parts logistics business is very much single part focused and most part replacements are happening in data centers that are sparsely manned.

There is of course extra care to understand customer-specific requirements in terms of facility entry, part hand-off/swap, etc but these are being handled in more scrupulous transaction prep steps between our calls centers and the individual customer and documented in our case management. Focus then becomes passing along in real-time theses coordinating instructions to our field engineers and/or transportation providers making the delivery to execute per customer requirements.

DivyaAgarwal

@Trae Shattuck - With intuitive and user-friendly interface, using AR/VR technology can be as easy as using mobiles. For instance, at CSS Corp, we have developed AR solutions for customer support that are integrated with virtual assistants. The virtual assistant guides the user on how to use the AR solution to resolve their issues, making it very easy for them to use the AR technology.

The solution enables issue resolution in 3 modes - self-service, virtual assistant guided resolution, agent-guided resolution.

This article explains the whole process nicely. You can also check out the solution demo videos -

·        AR-based Virtual User Guide

·        Remote Resolution using AR by Virtual Assistant

Anthony Bacak

TeamViewer Pilot has been our preferred tool, it's very capable across platforms and cost effective.

[Deleted User]

There is a lot chatter about AR/VR right now, especially to fill the interaction gaps with social distancing.

@Josh Garrison has your field org been addressing similar issues? @Karolin DiCristina presented on AR/VR at TSW and may have some insight to other companies working on these issues.

John Ragsdale

Here's a link to a webinar I did recently on this topic, including a case study from Jim Roe, IT Director, Field Services, FieldCore : http://www.tsia.com/webinars/the-new-normal-virtual-field-service-and-digital-support

Thomas Lah

Again, from our session on extreme remote services. Companies with equipment onsite now need to train and support customers remotely. Sometimes having the customer do what a field engineering would have done. We discussed using tools like "Vuforia Chalk" to walk customers through activities. What tools/techniques are others using?

Anthony Bacak

Some thoughts:

We have been using AR tools (TeamViewer Pilot) and either customer's own device or sending a low-end tablet to enable the tech. Important to set that expectation up front - will the remote team require a particular device or send one.

The trick we have encountered is enabling customers to use both hands while providing a view for our remote engineer to steer. This week we worked with a couple customers using a simple, flexible device holder.

Previously we had tried nicer mounts (gorillapod and other brands) with mixed but mostly poor results. Results this week are fresh but the feedback was positive from customers and this thin device is very easy to ship.

Thomas Lah

@Anthony Bacak thank you for the insight. What lessons are people learning as they use these types of technologies with customers?