How enhanced reality technologies contribute to enhancing the efficiency of technicians by providing information to them

By Caro Ford, Xerox's marketing strategist

Enhanced AR technologies are one of the most exciting technologies currently making their way into major corporate software packages. Most manufacturers now have teams or service agents that benefit from the innovative digital connectivity mechanism for enhanced reality technologies as a means of exchanging information in the field.


The need to obtain high-reliability information during service is imperative, and the need for cross-cutting, in order to overcome the obstacles posed by huge brochures, guidebooks, and large paper maps, so today's world opens its doors to interactive real-time interactive data and instructions.

Field engineers working for KBN, the supplier of telecommunications services in Europe, carry out remote or on-site maintenance and repairs using enhanced reality technology glasses to see product-related service history data, diagnostics and control panels based on information coming directly, Of the site.

Enhanced Reality displays also help stakeholders make better decisions about how to solve problems, reduce overall service cost by 11 percent, reduce work-time error rates by 17 percent, and enhance the quality of repair and maintenance.

The effectiveness of enhanced reality technologies not only increases the proficiency of experienced professionals but also helps less skilled or experienced staff to complete the work as quickly as possible with the necessary guidance and guidance. "In fact, younger staff may prefer to receive information in this way." That enhanced reality technologies maintain greater information security when compared to printed instruction manuals.

The impressive results of experimental enhanced reality technologies projects
The mission performance indicators are not only about customer satisfaction, but they also enhance the efficiency of the service. If you find a program that improves the reading of these indicators, it will be directly checked, which Xerox actually did. In the same time, increased the rate of accuracy of maintenance and repair by 76 percent, in other words, the rate of maintenance and repair of the time "visit" The first by 76 percent, when it comes The need for a field visit to a site, all of which led to a 95 per cent increase in customer satisfaction. Who would not want to reap such impressive results?

• Limiting the breadth of the gap provides technical skills.
• Reduce costs and maintenance and repair times.
• Improve repair rates from the first "visit" time.
• Improve customer satisfaction.

How enhanced reality techniques help field technicians

The high level of complexity of products leads to increased demand for technical skills, while the market suffers from a shortage in this area, where experts retire from the engineers and technicians without occupying their place.

On the other hand, the level of customer expectations has increased dramatically. On-demand maintenance and repair, 24 hours a day, and immediate availability of equipment have become a fundamental rule. In your client's organization.

So, how can industrial companies eliminate the employment gap in order to meet customer expectations about better service?

This highlights the role of external sources and managed services, which have come a long way in formulating the optimal solution. The use of enhanced reality technologies has begun to change the reality of service dynamics. It helps the field staff by:

• Secure access when specific content is needed to be trained by the technician prior to the visit, or before using it on the site.
• Avoid having to make calls around the service by improving the self-help level of the customer.
• Significantly reduce the time of the visit to repair and maintain the service

In order to take advantage of these advantages and characteristics, data and information should be structured to be delivered over mobile devices rather than in PDF files, so improving the structure and management of content is essential for companies to leverage digital connectivity, Reinforced Reality AR.

The positive aspect of restructuring content is to reduce the rate of construction and management costs in three ways:

• Adoption and adoption of structured content as information and documents of all kinds "Texts, Charts, Images, Audio Files, Video Files", developed and written in programming languages ​​such as DITA XML or S1000D XML.
• Maintaining content centrally within a unified storage repository rather than storing it in multiple storage silos to enhance reuse rate.
• The development of standardized templates in order to automate the publishing, sketching and uniform drafting of all results, whether digital or printed.

Visualize the future of enhanced reality technologies

Xerox is consolidating its information product management efforts with Park Xerox Research and Development in order to develop an image recognition mechanism to create solutions that will provide customers and service engineers with product information to enhance customer satisfaction and business efficiency, and very soon, The technical visit of the Managed Print Service will involve the use of a range of field glasses for enhanced AR technologies, can you imagine that!