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How augmented reality helps field service business?

How augmented reality helps field service business?

Augmented Reality is rapidly growing and being implemented in different field service businesses. Augmented Reality implementation and its benefits in field service processes can be seen by considering the maintenance of machines. When field workers encounter a technical problem, highly qualified contact centre experts will easily identify the cause and solve the issue remotely. These experts provide detailed instructions on how to fix problems that could have required many working days to be solved by field workers. Augmented Reality enables centre experts to inspect different machines faster in a virtual environment. These experts via tools that AR offers are able to give quick and easy instructions for field workers. Meanwhile, field workers through received instructions on a smartphone or tablet are able to solve the issues. In addition, field workers by using smart glasses are able to receive instructions at a real-time while performing their tasks hands-free. This remote collaboration provided by AR helps on cost savings, minimize travel time, reduce operating time for staff, increase expert reach and simplify training for new technicians. Recording of all live sessions helps at a future time when the same issues are faced, field workers can find the solutions maybe even without the need to consult a centre expert.

To get the most out of your technical service in the field, this blog post will show you the benefits that Augmented Reality implementation offers for field service businesses.


Complex technical tasks that need to be performed by field workers might be unusual and not understandable. At this moment the connection with a contact centre expert is mostly needed, received detailed instructions help for the completion of the tasks. Remote support that is made possible through Augmented Reality allows files sharing such as pdf, images and 3D objects, and making a big contribution on enriching this remote collaboration. This remote support is based on the “See what I see” principle, and this is what brings together centre experts and field workers from different locations.


There are many unusual issues that can be encountered in the field service processes. The problem lies in how a quick and efficient solution to these issues can be found. Augmented Reality is the most efficient solution to analyze an issue and identify the causes in a short time. Through Augmented Reality a centre expert has access to see the entire environment where the field worker is located, this enables him to inspect a machine, finding the cause and reaching the solution of the problem. Solving the problem in real-time helps to increase productivity, minimize production outages and reduce costly downtime events.


In the field service, the training of the field workers is a very important factor for the progress and the improvement of the accuracy and quality of work. Any problem faced before can serve as a lesson for the future. Through Augmented Reality, recording of previous sessions can serve as a solution in the future when the same problem reappears. Solving repeated problems through archived sessions helps to cut off travelling cost of site visits and save time. Also, augmented reality makes it possible to connect in real-time an expert with more than one field worker around the world, this enables the sharing of knowledge across borders.

We can consider Augmented Reality as a game-changer for Field Service Management. The responsibility of managing field service issues and ensuring optimal solutions is a priority for the businesses, and it requires a great deal of collaboration to carry out. Augmented Reality helps in achieving a successful collaboration that ensures issues’ solutions and completion of field projects on time. Augmented Reality provides information that enables centre experts to virtually walk through the environment of field workers, without ever leaving the main headquarters. This collaboration should not be seen in the concept of being beneficial only for field workers. Not only field workers gain knowledge by receiving instructions by experts, but centre experts also gain the ability to manage and guide field workers thousands of miles away.

To conclude, Augmented Reality plays an important role in the operation of field service businesses. The power of AR connects experts with field workers all around the world to real-time data, guidance and the power of remote intervention. AR impact is a great example of how fieldwork has been transformed and how the quality and productivity of work has increased.

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