USE CASE: AR Genie Remote Assist for " Equipment Maintenance & Repair"
Here is a story, many growing startups can relate to: It was a Tuesday morning, at the manufacturing startup where everybody in the team joined together to celebrate the company's innovative product with the biggest order to date. Everything was going great but something unusual happened during the evening shift.
Jake, the lead engineer who was working in the main assembly unit, heard a rhythmic clunking sound from their equipment. He immediately ran to see what happened, and the sight was sparking in the wires that connected to the main control panel. There was a smell of burning plastic in the air & their most useful machinery they worked on for the past eight months stopped their entire production line.
Circuit breakers had tripped, leaving half the production floor in darkness. The night shift had just started, they had 2,000 units due by next morning, their biggest order yet, and their production line was dead, leaving everybody worried. They seeked support from their internal service team and tried to resolve it by themselves, but failed to understand the issue properly.
"Maybe we should call the manufacturer?" Jake’s team member suggested. They contacted the respective manufacturer for the support in the next morning, but here awaits the other challenge.
The manufacturer's service coordinator said,” We understand your problem Jake, but our nearest certified technician, Dave, is currently finishing up an emergency repair at another facility which is three hours away from our service center and four hours away from your facility. Even if we dispatch him immediately, you have to wait for a seven-hour minimum."
On the other hand, Jake was silent at this point of time as fixing the issue as fast as possible was the need but time and distance had been the major constraint. The manufacturer's service coordinator broke the tense silence with the words, "I understand the urgency, Jake, and I want to help. I will try to guide you through some basic diagnostics over the phone, but I need to be completely honest with you. From the video call, I cannot examine the equipment physically, and this will be more than a guesswork rather than an accurate diagnosis. Although we will do our best to troubleshoot the error remotely, we cannot assure you of the accuracy as without eyes on the ground and pinpointing the error, our diagnostic capabilities are severely limited. These systems are complex, and misdiagnosing the issue could cause more damage."
Here, both Jake and the service coordinator found themselves caught in a puzzled situation of urgency versus precision. Jake's situation demanded immediate action while the manufacturer's service coordinator professional responsibility was on both safety and accuracy.
Though hasty and inaccurate remote guidance, he couldn't afford the risk of turning a repairable problem into a catastrophic failure.
In situations where time and distance create significant service challenges, remote visual support using Augmented Reality plays an important role in bridging the service gap. Unlike basic video calls, AR technology not only enables expert technicians to virtually "be there" with the on-site technicians or teams but also allows them to offer precise visual guidance by highlighting the errors. Through AR assistance, remote experts can highlight exactly what to fix and where to fix it, ensuring accurate diagnosis and repair even from distant locations. Let us know how augmented reality software like AR Genie Remote Assist can offer assistance in scenarios like these.
AR Genie Remote Assist is an AR Remote Visual Assistance Software that offers immediate expert guidance to on-site technicians in real-time using AR annotation and markers on the live video streaming of the technician AR device, such as: mobile, tablet ( iOS & Android ) and AR Glasses. This helps experts to guide field technicians in real-time remotely while the technicians get proper assistance though visual instructions ( arrows or markers highlighted on the machinery ) as if the expert is physically present beside them to guide through each step.
In context to the story mentioned above, Jake and his team would have handled the situation well by connecting with the manufacturers or support technician using AR Genie Remote Assist.
In this way, using an augmented reality tool for remote visual support helps to offer assistance regardless of any geographical barrier and share expert guidance visually at the time of need.
Through AR Genie Remote Assist, startups can transform their approach to equipment maintenance, moving from reactive to proactive while building valuable internal capabilities. This technology bridge helps young companies maintain their equipment effectively while managing costs and protecting their investments.
