- Field service technicians must maintain and repair complex equipment without making as many on-site visits
- AR software and hardware allow techs to work remotely, sometimes by guiding customers to make complex repairs
- The pandemic has accelerated AR adoption in workflows and team dispatching
Even in normal times, no one tolerates major interruptions to home internet and cable services. During a pandemic, those outages can quickly become a crisis.
At Verizon, more than 10,000 field technicians are accustomed to making house calls when problems arise. When COVID-19 arrived, they had to find new ways of offering personalized service in cases where they couldn’t or shouldn’t enter people’s homes. The company fortified its technicians’ tool belts with software that uses augmented reality (AR) technology and artificial intelligence to manage contactless repairs and customer service.
In some cases, the AR software allows service techs to manage entire repairs remotely. For issues that still require a house call, technicians guide customers through fixes in real time. Customers click into a mobile app to connect with the service tech, then use their cameras to stream images or video of the affected device, such as an out-of-service router. When verbal instructions aren’t sufficient, technicians can employ on-screen features like arrows, circles, and text.