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Augmented Reality State of the Market

Research & Trends in AR Adoption


Augmented Reality (AR) technology will help transform field service operations in a way that was unimaginable just a few years ago. When a field service engineer (FSE) needs help in resolving a complex problem, AR now empowers a remote expert to visually and accurately guide that engineer through diagnosis and repair of the problem. It’s guided visual assistance, but it’s like having the remote expert right there by the FSE’s side leading him or her through steps to resolve the problem. AR can also serve as an expert advisor to customer support and technical support staff, thus helping to accurately triage problems and quickly propose resolutions.

But of course, it isn’t valuable for only “complex” problems. AR is a valuable aid to any situation requiring diagnostic and repair activities. AR can strengthen standard service engineer education programs by visually guiding FSEs in training through corrective actions for very simple to extremely complex maintenance issues.

There’s little doubt that AR can provide significant benefits for field service operations. When a company expert can successfully pilot an FSE through a complex repair, while simultaneously training that FSE on the repair process so he/she can do it correctly and quickly the next time, that’s a huge benefit for the FSE, the service company, and most importantly, the customer. But AR is not just for FSEs exclusively. AR can empower and strengthen customer self-service as well. It can guide customers themselves through a repair process, solving a problem without the need to dispatch a technician.

Join us on the 12th, to learn about the current state of the market in AR adoption and trends, and to hear what actual AR users participating in recent Service Council research say:

  • Nearly 80% have seen reductions in problem resolution times
  •  2/3rds report better-quality FSE training
  •  3-in-4 cite greater remote problem resolution and fewer dispatches


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John Carroll
John Carroll
ServiceCouncil H FC
Marc Guthrie
Marc Guthrie
Help Lightning
Fidel Zamudio
Fidel Zamudio
Associate Director

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Tags: Technology (Information Technology), Workforce & Talent

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