Powerful Use Cases for Augmented Reality for Field Services

TSPs have the opportunity to meet the growing demand for solutions that help technicians get the job done accurately and quickly.  

Augmented reality (AR) is beginning to impact how field services businesses operate significantly. Enabling technicians in the field to superimpose computer-generated images on views in the real world has several applications for businesses, and the benefits are driving investments. Analysts predict the market, valued at USD 4.16 billion in 2020, will grow at a 48.6 percent CAGR from 2021 to 2028 to reach USD 97.76 billion. Some of that growth represents consumer demand for AR in gaming and entertainment. However, the adoption of augmented reality in field services for these use cases is also increasing.

Expanding Expertise

The shortage of skilled workers has been a serious obstacle for field service companies. Older technicians are retiring as the demand for service is increasing, and new entrants to the field aren’t filling the gap. Augmented reality for field services can help companies address the labour shortage issue by quickly providing information and guidance to less experienced workers.

Augmented reality-enabled devices can allow less experienced field workers to collaborate with a remote expert and receive step-by-step guidance throughout a field call. Through these devices, novice technicians can view computer-generated overlays of the machines they are working on, showing schematics, service manuals, part numbers and even real-time readings like temperature and pressure.

Remote Diagnostics and Inspections 

One of the most time-consuming tasks in field service is diagnosing a service outage’s where and what. AR can guide technicians through diagnostics, not only creating a valuable safety feature that can help reduce or eliminate on-the-job injuries but minimise the time needed to identify the source of an outage.

Additionally, integrating AR technology with Internet of Things (IoT) systems can reduce the number of mistakes when logging data and, with time savings, leads to greater efficiency and lower operating costs.

Customer Service Enhancement

Fully manual field service technology often results in less-than-satisfactory customer experiences. Technicians may need back and forth on the phone with supervisors, trial-and-error, and possibly, even multiple trips onsite to correct a problem. In a digital-first world, though, customers have less patience for inefficient processes – particularly when the technician is billing by the hour.

Augmented reality for field service can improve key performance indicators (KPIs) by 20-30 percent, for example, for first-call resolution and customer satisfaction.  

New Technician Training

Training and onboarding new technicians through manual procedures can be time-consuming and expensive. With labour shortages everywhere, field service companies need ways to improve their processes for these vital business functions. Field service technicians can learn more quickly with interactive digital training, effectively “gamifying” certain parts of their courses. The ability to instantly reset training scenarios allows technicians to visualise and solve a larger number of problems in training before they head out into the field.

After their virtual training, technician trainers can use technology in the field and easily access wiring diagrams, manuals and even more experienced technicians remotely, enabling them to fix more problems out in the field. For example, using AR training technology in onboarding maintenance technicians, Lockheed Martin recently reported a 50 to 70 percent increase in proficiency and a 60 percent increase in efficiency.

Make Your Clients’ Vision a Reality

Augmented reality for field services can help your clients overcome many challenges and enhance their services. However, they need your expertise to integrate them with their field service management systems, select and manage smart glasses or other devices that give technicians AR capabilities on the job, and provide them with ongoing support.

Take the opportunity to expand your business into a growing field by meeting the demand for augmented reality in field services in 2023.