The start of 2020 saw the field service industry poised for drastic change in the way they operate – everything from improving on-field customer service capabilities, to uncovering new advancements in artificial intelligence, augmented reality, and predictive analytics. The outbreak of COVID-19 has introduced new threats and barriers to field service, as well as shifting priorities that were not there before.
VISUAL SUPPORT. ANYWHERE. ANYTIME.
With more digital technology and connected devices in every household, the need for support increases. We observe 2 main trends in this field: omnichannel support and visual, real-time support. While many consumers prefer to resolve problems themselves with the assistance of self-help support tools like knowledge-bases or online video tutorials, these options have limitations when it comes to very individual challenges. In this case, telephone still is the leading channel used to contact support providers and the preferred channel to receive real-time support. The limitations of phone-based support are obvious: Explaining a problem with words and acting upon spoken advice is challenging for both involved parties. Live video plus voice and the possibility to draw on the video to visually explain the steps towards a possible solution makes life easier for all involved parties.
Imagine you bought a new WiFi router and you are facing multiple challenges during setup and configuration. You can’t connect since the real situation looks different than what is described in the manual. It would be a great help to make an immediate call to someone sitting at a service desk or a peer with the relevant knowledge to help you out.
Augmented Reality improves the way remote maintenance works. AR-powered remote video sessions can help workers and technicians coming from a variety of industries such as automotive, retail, transportation, manufacturing, energy, and/or telecommunications.