Augmented Reality (AR) Remote Assistance

Unfamiliar equipment and complicated repairs don’t have to delay quality service. AR remote assistance enables seamless teamwork between on-site technicians and remote experts.


AR remote assistance is innovative “see-what-I-see" technology that mimics the experience of over-the-shoulder support, enabling experts to help technicians virtually when they can’t be together in person. AR helps users clarify complex machinery and instructions through digital annotations on their physical environment.

How does augmented reality remote assistance work?

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Augmented reality remote assistance is made possible by advanced computer vision technology, which enables users to draw annotations that “stick” to the physical environment—even as the user moves around. With an on-site technician and an off-site expert, using AR remote assistance provides more visual context than a traditional phone or video call—plus security, multi-expert sessions, and other key capabilities.

Why is AR remote assistance important?

Shifting employment trends

As employment trends shift, more and more “digital natives” are entering the workforce. This new generation of employees expects to see innovative technologies in the manufacturing workplace. Additionally, trends toward remote work highlight the need for tools that connect technicians and experts who might be spread out across the globe.

Improve productivity and efficiency

Giving technicians access to expertise while in the field ensures they have a productive conversation with clear digital annotations over the physical equipment, helping them solve problems faster. This also eliminates the need to send an expert on-site with every new technician.

Meet customer expectations

AR remote assistance helps field service organizations avoid prolonged downtime for their customers and ensure high service quality, both of which contribute to a great service experience and improve customer satisfaction.

AR remote assistance business applications

Enable field technicians

With AR, field technicians will always have access to real-time expert guidance wherever they are. Whether the equipment is in a potentially dangerous location, the technician has an urgent question, or they simply need support with a routine repair, AR provides technicians with access to experts and the visual context they need to finish their tasks efficiently, correctly, and safely.

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Improve customer service

Customers can leverage AR to access OEM experts while completing routine or simple repairs rather than waiting for a technician to arrive on-site. Customers get the guidance they need to complete these repairs themselves, and the OEM saves truck roll costs. Learn More

Setup and commissioning

Customers can also leverage augmented reality remote assistance to set up new machines. By connecting with the OEM in real time, customers are guided through machine setup step by step, ensuring accuracy and safety—while saving a service visit. Learn More

What are the benefits of augmented reality remote assistance?

In addition to empowering the workforce and improving customer satisfaction, augmented reality remote assistance helps leading manufacturers realize multiple business benefits.

In addition to empowering the workforce and improving customer satisfaction, augmented reality remote assistance helps leading manufacturers realize multiple business benefits.

Connect to remote experts

With augmented reality remote assistance, field technicians can connect to experts from anywhere—when they need it most—and get immediate support rather than waiting for the SME to arrive on-site.

Improve worker safety

AR remote assistance ensures field technicians have the guidance they need during potentially high-risk and stressful situations. Through real-time collaboration, experts help technicians complete service correctly and safely.

Increase productivity

AR remote assistance improves productivity for technicians and SMEs alike. Technicians are empowered to complete repairs more efficiently, and experts can return to their work more quickly than they could after helping with a repair in person.

Reduce machine downtime

Augmented reality remote assistance is known to help improve mean time to repair and first-time fix rates, ensuring maximum machine uptime—and improving customer satisfaction.

Improve cost efficiency

With AR remote assistance, service is more efficient and cost-effective. Before, experts traveled potentially long distances to help technicians on-site. Connecting with an expert remotely reduces travel time, truck rolls, and associated costs.

Enhance collaboration

Through digital annotations that stick to real-world equipment, augmented reality remote assistance enhances collaboration and provides more valuable visual context than a phone or video call alone.

Automotive

Manufacturing

Life sciences

Industrial products

Automotive AR remote assistance is a particularly valuable tool in the hands of automotive service technicians, as vehicles themselves become more innovative and complex. Manufacturing Operations technicians can leverage AR to repair and maintain machines on the factory floor with remote expert guidance. Life sciences Remote assistance helps reduce repair time and maximize machine uptime, both of which are critical KPIs in the medical device industry where patient outcomes are at stake. Industrial products Field service technicians leverage augmented reality remote assistance to repair and maintain industrial products with efficiency and accuracy.

Case studies

Learn how PTC customers improve collaboration, increase service efficiency, and maximize service quality with augmented reality remote assistance.

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Improved contractor support

Toyota uses AR remote assistance for secure communication between experts and contract technicians, more efficient service, and fewer repeat visits.

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Scaled expertise globally

Howden leverages AR remote assistance to reduce extensive travel and scale expertise globally, while still maintaining excellent service.

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Increased collaboration

With more than 30 plants across the world, Henkel turned to AR remote assistance to improve internal collaboration through COVID-19.

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PTC’s AR remote assistance solution

Vuforia Chalk is PTC’s augmented reality remote assistance solution for real-time collaboration and problem-solving.

AR remote assistance FAQ

See the answers to commonly asked questions about augmented reality remote assistance.

What roles gain the most from using AR remote assistance?

Customers

Manufacturing customers benefit from using AR remote assistance for machine setup and real-time collaboration with experts at the OEM. Rather than waiting for a technician to arrive on-site, the customer can communicate with an expert from their mobile device or tablet to complete self-service.

Field service organizations

Field service organizations empower technicians with AR remote assistance for immediate, virtual problem-solving with an expert at any time, from anywhere. Technicians complete repairs and maintenance efficiently and correctly—the first time.

How do you choose AR remote assistance software?

Selecting AR remote assistance software is a critical decision for your business. First, consider your organization’s capacity to implement the new technology. How many people in the organization will use the software? How many experts do you have available? Will users have access to Wi-Fi? It’s also important to consider features and functionality. The software should give users the ability to take pictures and capture the details of the conversation, enable mobile and desktop use, hold capacity to have a call with multiple experts, and ensure the safety and security of your information.

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