By Liad Churchill, TechSee
Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support to on-site technicians. It can also alleviate pressure on field forces by enabling customers to resolve issues in self-service.
Augmented Reality technology is already firmly entrenched in the field service industry and wider adoption is being driven by the need to overcome the operational challenges posed by the COVID-19 pandemic. In fact, Gartner predicts that by 2025, over 50% of field service management deployments will include mobile AR collaboration and knowledge-sharing tools, up from fewer than 10% in 2019.