How Technology is Changing the Game in Times of Crisis
The COVID-19 pandemic has caused a wave of technological innovations, helping businesses overcome travel and communication restrictions. One significant example is using augmented reality (AR) tools, resembling Acty, which is getting used by ABB Electrification Service experts to help customers with installations and maintenance.
The Challenge: Limited Travel and Communication
During the pandemic, travel to and from different countries has been severely restricted, making it difficult for technicians to supply on-site support. This has led to the event of distant solutions, resembling using AR software, to bridge the gap. For instance, a customer in Iceland needed help from ABB in beginning a UPS system, but travel to Switzerland for formal training was impossible.
The Solution: Augmented Reality
To address this challenge, the ABB Quartino team developed a distant solution using AR. They created a dedicated webinar session and a web based e-learning module to deliver theoretical content to the sector team at the shopper’s site. The team then provided live support through AR, guiding and directing the sector team throughout the day. With the AR app, the operator in ABB’s service center could view video from the operator on site and vice versa, allowing for real-time interaction and feedback.
Benefits of Augmented Reality
The use of AR has several advantages, including reduced errors and improved communication. "Marking in the image what point to measure or button to press is way more immediate than describing over the phone," said ABB Service Engineer Fabrizio Massaini. This solution allows technicians to guide field teams and avoid misunderstandings that may occur over the phone.
Reducing Errors with Live Interaction
The use of AR has led to a big reduction in errors, as technicians can provide live feedback and guidance to field teams. This approach has also saved travel costs for partners who would otherwise have to come back to Switzerland for training. "The augmented reality app proved to be of great help," added Mauro Scappini, ABB Service Manager, "reducing the chance of errors and clearly indicating the steps to follow."
The Future of Augmented Reality in Business
While in-person classroom training will remain the popular delivery method, the Quartino team is now confident in using AR as a regular when travel to a customer site or to the ABB training center is just not an option. The team is developing a set of coaching sessions for re-certification and other applications where AR will complement webinars and online modules, allowing for live interaction with students.
Conclusion
The use of augmented reality is revolutionizing the way in which businesses operate, especially in times of crisis. By providing distant support and training, AR helps to scale back errors, improve communication, and save costs. As technology continues to evolve, we will expect to see more progressive solutions like Acty, changing the sport for businesses and customers alike.
