Every day, across the field service industry, thousands of field service technicians carry out operations such as repairs, maintenance, installations and configurations at customer sites. The primary focus for these field service organizations is to improve asset uptime, first-time-fix, customer satisfaction, retention and service-margin. However, they face a myriad of challenges like introduction of newer regulations, retirement of knowledgeable service engineers, increased connectivity, and complexity of equipment.
These challenges are partly addressed by field service applications like Oracle Customer Experience (CX) Service Cloud applications. Oracle CX enables omni-channel customer service, self-service capability, improved visibility of service jobs, optimized service delivery, and optimization of technician utilization, scheduling, dispatch, parts and forecasting. But there are other challenges, like having to conduct multiple service visits even for small issues, diminishing expertise due to workforce churn, etc. – which require a different category of solutions.
Meeting the need with the right solution
Wipro’s Interactive Experience (iX) platform provides advanced capabilities leveraging Augmented Reality, Machine Learning and Computer Vision to address the above said problems. Figure 1 presents the building blocks of the Wipro iX platform. The platform consists of 4 key solutions, namely:
- Connect transforms how field teams and subject matter experts collaborate to get work done. Augmented reality on the mobile connects field teams to experts around the world in real-time for faster diagnosis without the need for travel. With the field teams’ ability to connect and collaborate with a remote expert via video, audio, and annotation in real-time, remote experts can troubleshoot problems together with field teams, faster.
- Clairvoyance augments information onto objects being serviced within the physical environment. The combination of augmented reality and artificial intelligence blends physical machine and virtual knowledge, connects field teams to real-time data, guidance, and assistance from remote experts for faster diagnosis and improved first-time fix rates.
- Coalesce projects virtual objects at scale within the physical environment so that field teams can hone their skills without the disruption and cost of travel. It enables any-time, any-place hands-on training in a safe environment by connecting field teams with virtual objects, learning paths, assessments, and certifications.
- Cicerone guides people through places when GPS is not effective with contextual information to ensure the safest and most efficient path is taken. Technicians are presented with real-time information and visual cues to reach their destination safely and efficiently with the help of persistent augmented reality and spatial awareness.