AR technology helps support frontline workers

When auto technicians need help diagnosing a problem, they can share what they see and receive useful information through a pair of smart glasses. At the other end of that connectivity, a member of the Ford Motor Company Technical Assistance Center (TAC) diagnostic troubleshooting team sees the live video and provides the information.

According to TeamViewer, a provider of remote connectivity and workplace digitization solutions, Ford is using TeamViewer’s Frontline connectivity platform to add augmented reality (AR) assistance to the service TAC provides to technicians at Ford and Lincoln dealerships.

“We are very excited to add Ford to our growing list of forward-thinking customers who are leveraging AR solutions to improve business processes,” said Patty Nagle, President of TeamViewer Americas, in a Tuesday 23 press release. November. “The majority of workers around the world don’t sit at a desk. Our goal is to empower these frontline workers with AR-driven solutions to enable them to do their jobs better by digitizing and streamlining processes.

Provide ‘See What I See’ assistance

With this new program, TAC specialists can start an RA session remotely, see in real time what the technician sees and add on-screen documentation that lands in the technician’s line of sight. This allows the technician to see a diagram on the screen of the connected glasses while leaving his hands free to continue working on the car, for example.

During the AR session, the TAC Specialist can also zoom, share their screen, record the session and remotely turn on the smart glasses flashlights. These remote augmented reality sessions are created using TeamViewer Frontline via a pair of RealWear smart glasses on site.

“The feedback from the dealers has been really good,” said Bryan Jenkins, TAC powertrain operations manager, in the press release. “From the dealership technician’s perspective, they just turn on their smart glasses and accept an incoming call, then it’s like my specialists are looking over their shoulder to help fix the problem. “

Remote troubleshooting

This is one of the many use cases for TeamViewer connectivity platforms announced by the company. In another example, a professional coffee machine manufacturer uses TeamViewer to troubleshoot customer issues and provide support to technicians on site.

Deutsche Telekom and T-Mobile US also said that “see what I see” apps are among several exemplary use cases that show how technology can improve the customer experience in extended reality (XR) environments.

Read more: Global competition seeks 5G XR solutions for retail

To help with education, the companies said, a hybrid XR environment can be used to train customers in the use of products and services, help internal employees collaborate with on-site service or home customers, and develop hybrid meetings that ensure that all participants can participate equally.

An XR customer experience can also “make the invisible visible” when viewing new products at home, stating or explaining software functionality in-store, or enabling a “see what I see” or “do” experience. what I do ”for customer service.



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