Powerful display glasses provide a direct visual link between on-site technicians and experts, minimizing downtime and maximizing productivity.
Remote Support, Visual Assist, Remote Mentor, Remote Assistance are different terms that all primarily refer to remote support for maintenance activities such as repairs, servicing and service calls. The basis here is the video call between smart glasses and a desktop PC, smartphone or tablet.
This means, for example, that a service technician can make a video call with an expert on site using the RealWear smart glasses and the corresponding software (see partners).
Unlike with a smartphone, the focus here is not on the person themselves, but on the service technician’s view. The expert – wherever they may be – sees exactly what the technician on site sees.
Possibilities for remote support:
- Audiovisual: see, talk and work at the same time – your hands are free during the video call
- Draw markers or write keywords in the current video image.
- The expert can take screenshots, draw additional information into them and send them back to the smart glasses – particularly helpful if the internet connection is poor
- Provide information via screen sharing by the expert on the RealWear display glasses without having to download it
- Send files directly to the service technician’s smart glasses during the video call
- Chats with integrated translation function
Benefits
- Minimization of downtimes: whether machines, employees or entire plants – downtimes can quickly become expensive for all concerned.
- Reduction of travel activities in connection with travel costs: less travel means lower costs – regardless of who has to bear them. Be it the complete avoidance of one or just the reduction of one journey.
- And yes, the issue of sustainability also plays a role here: by reducing travel activities and the number of people traveling, we are also making a small contribution to reducing CO2 emissions worldwide with the RealWear devices.
- Finding solutions faster: together we know more, we see more and we can solve problems faster. In addition, the service technician – or whoever – is not completely alone on site and can count on additional expert support from all over the world at any time.
- Reduction in training times: with the appropriate technology and thus mobile know-how, apprentices/trainees can be “sent out” more quickly or new employees can take on responsibility earlier.
- Preservation of expert knowledge in the company: with the help of the video recording function of smart glasses, not only a simple process such as a repair can be documented. Even more complex work processes or very special techniques can be recorded in the simplest way and from the perspective of the worker/expert and are not lost if the employee retires or changes companies.
How remote support works in practice, with the example of Palfinger:
Professional software providers offer various solutions in this area. Under Partners you will find companies with whom we are already working successfully in this area.