By Andrew Zaleski, Workflow contributor
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.
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“Customers are happy to have a real person to talk to, to help solve their issue,” says Jimmy David, a Verizon facilities technician. Equally important for Verizon, technicians are resolving 90% of customer issues when using the new virtual assistant.
An estimated 20 million field service workers in the U.S. maintain and repair industrial and consumer equipment and systems, from HVAC units in office buildings to home routers and cable boxes. But the COVID-19 pandemic, stretching into its second year, has accelerated the move to AR-enabled digital tools that allow technicians to conduct field services remotely.
By 2025, more than half of all field service jobs will include mobile AR and other advanced digital tools, compared with less than 10% in 2019, according to Gartner research. The annual market for field service management software is expected to more than double between 2020 and 2027, a 2020 Research and Markets forecast suggests.
With AR displays on smartphones or goggles, technicians can do virtual inspections before on-site visits, ensuring that they arrive with the right equipment or tools. Once techs arrive on site, AR devices can prove valuable to fixing systems or equipment. Picture a technician atop a 200-foot ladder, servicing a wind turbine’s housing. With hands already occupied, he or she can now call up specs or a manufacturer’s guide using an industrial version of Google Glass.
Since all businesses must adhere to COVID-19 restrictions, AR field service tools are meeting the needs of the moment. During the initial shelter-in-place lockdowns, more than three-quarters of field service organizations halted on-site visits. Fortunately, a similar percentage (73%) of field service groups were already experienced in using IoT technologies for remote diagnosis and maintenance to help fill critical service gaps.
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