Reducing unnecessary on site expert visits with remote assistance

Written by Dr. Michael Durst | Apr 1, 2023 12:16:36 PM

Replace time-consuming and costly visits with a live video pre-inspection using AR technology to understand the problem and decide if an on-site field technician or expert is needed. The field technician can access live support from an expert at the service desk when encountering challenges in the field. The assistant sees what the field technician sees and can give work instructions to effectively understand the problem. This significantly reduces unnecessary expert visits, reduces driving time, and increases productivity and efficiency.

Enhanced Efficiency
Reduced unnecessary on-site visits
Increased productivity

Enhancing field service efficiency with live video pre-inspection using Xpertlens

A typical use case for AR and live video assistance in maintenance is in the field of industrial machine maintenance. A field technician is tasked with performing routine maintenance on a complex industrial machine at a clients' facility. During the maintenance, the field service technician encounters a problem they are unable to fix on their own without the help of an expert.

The technician downloads the Xpertlens app from the App Store, validates his number in less than 20 seconds, and uses his local phone book to reach a remote expert familiar with that particular type of machine. The technician points his smartphone camera at the machine and the remote expert sees what the technician sees on his screen and can highlight and draw areas on the screen to illustrate where the problem is. After successfully guiding the technician through the maintenance process with visual assistance, the call can be closed.

Xpertlens not only improves maintenance accuracy and efficiency, but also reduces downtime and increases safety. By providing live support and visual guidance via AR, Xpertlens can help on-site technicians solve complex problems quickly and efficiently, without cumbersome on-site visits. In addition, experts can provide work instructions and virtual alerts from anywhere, reducing the risk of injury and increasing the safety of field technicians.

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Save Time and Money in Remote Maintenance

Xpertlens is perfect for any remote expertise: Identifying the issue on a broken device, setting-up network equipment, supporting complex machinery maintenance, installing a new router - skip the travel, switch to remote support!

Instead of trying to explain a complicated situation on the phone, connect an expert and show a live feed of what's going on. Draw on the feed to highlight specifics. In real-time.

Xpertlens sets benchmarks in data privacy. All relevant data is only exchanged through peer to peer and stored on your local device.

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