Augmented reality revolutionising remote support

This article originally appeared in the May'24 magazine issue of Electronic Specifier Design – see ES's Magazine Archives for more featured publications.

This technology enables specialists to provide efficient guidance and troubleshooting from afar, catalysing a new phase in industrial operations as part of Industry 4.0. As digital transformation continues to blur the lines between the virtual and physical realms, AR, along with virtual reality (VR) and digital twins, is crucial in shaping the industrial Metaverse, enhancing efficiency, fostering collaboration, and driving innovation across various industries.

Immediate, real-world, application of AR

Imagine a factory assembly line that suddenly halts due to an unexpected issue. An on-site worker, equipped with an AR headset, can immediately stream a live video of the problem to a remote expert. This expert uses AR tools to superimpose instructions, schematics, and annotations directly onto the worker’s field of view, offering real-time visual aid. This integration drastically reduces diagnostic time and guides the worker through precise, step-by-step repairs, highlighting AR's capability to enhance operational efficiency with minimal downtime.

The surge in remote work and hybrid models accentuates the adaptability hurdles industries face, especially those dependent on specialised equipment or specific physical environments. Nevertheless, this shift is expanding the potential of AR technology in specialised fields. Continuous advancements in AR technologies, such as deeper visual immersion through photogrammetry, are being driven by the growing need for robust remote capabilities. Companies that harness these AR innovations are not only addressing current demands; they are at the forefront of sectoral innovation. The impact of AR on remote work goes beyond maintaining operational continuity; it revolutionises the way industries operate, innovate, and build connections in an increasingly digital world.

Harnessing the power of AR in today’s hyperconnected world

Numerous firms worldwide are tapping into the potential of AR to enhance remote support for workers, thus streamlining operations and reducing costs related to overheads, travel, and equipment procurement. In the manufacturing sector, for example, AR facilitates remote problem-solving capabilities, allowing operations to proceed smoothly with minimal errors and less downtime. This is achieved as industrial machinery issues can be addressed without waiting for an expert to be physically present.

AR enables real-time instructions and hands-free help through AR-enabled headsets, integrating live camera streaming, augmented notes, voice calls, and text chatting. This multifaceted approach not only boosts productivity and reduces errors but also ensures adherence to safety protocols. By guiding workers through tasks, offering realistic practice sessions, documenting processes, and even enabling remote inspections, AR plays a crucial role in transforming industrial operations.

A notable example of AR's efficacy is demonstrated by Ford Motor Company which has successfully implemented TeamViewer's Augmented Reality (AR) remote support technology, specifically using See-What-I-See (SWIS) features, to enhance its diagnostic and repair processes across its service centres. This technology has allowed Ford to connect technicians directly with remote experts who can guide them through complex repairs in real-time.

The use of AR and smart devices has significantly reduced the time required to resolve issues, cutting down the average resolution time to as little as 40 minutes per case. Over the first year of its implementation, the technology facilitated over 20,000 remote support calls, demonstrating substantial improvements in productivity and operational efficiency. This initiative is part of Ford's broader strategy to improve service quality and efficiency while reducing environmental impact and training costs.

The future looks bright with AR

AR transcends being merely a trendy term; it stands at the forefront of a significant shift in the way we interact with technology, collaborate, and perform tasks. Its extensive potential reaches across various sectors, delivering advantages like advanced training techniques, increased productivity, and enhanced customer engagement. Businesses that adopt AR are able to offer tailor-made, interactive experiences that significantly boost customer satisfaction and engagement.