One of the major predicaments faced by field service companies includes the loss of precious industrial knowledge that comes with the rapidly approaching retirement of industry veterans. A report from the Field Service News suggests that 73% of organizations feel that an aging workforce majorly threatens their field service operations. While recruitment of the right task force is a given, how do we train them to fill the boots of those senior pros? This article looks at the many ways in which computer vision, aided by remote support and AI, could augment the capability and knowledge of your field force, and help meet the increasing demand for better customer experiences.

Introducing a New Model of Training

While new recruits may come with their own skill sets, they need training too. And traditional, physical training cannot equip them with the essential know-how in today’s competitive and demanding work scenarios.

We at ServeVis had an opportunity to work with a major construction and heavy equipment company, with one of the objectives being to reframe their training module. We created a digital version of all the requisite training documents. Engineers were given training in a platform that would be very similar to the various tasks they’ll be undertaking, through interactive and animated learning content.

The trainees experienced step-by-step guidance, with annotations to guide them hand-in-hand, every step of the process. This helped them have an intrinsic and detailed understanding of their scope of work, knowledge of equipment, procedures to safe work, etc. 

The support system also allows technicians/customers to record every service call. This captures the knowledge and track record of the entirety of completed services while serving as training material to new workforces.

Training with Realwear – A Unique Hands-Free Functionality

RealWear is an end-to-end comprehensive remote hands-free platform with exquisite training functionalities. The remote hands-free collaboration it offers has helped companies develop successful training curriculums, ensure business continuity amidst any bottlenecks, resolve any issues much quicker, and save costs incredibly. The platform is enabling the factory of the future by creating solutions that are purpose-built for industrial use. Their assisted reality wearable solution engages, empowers, and elevates the modern industrial worker to be more efficient and perform work tasks more safely, with precision. 

With RealWear, the workforce had the benefit of hindrance-free work (thanks to the hands-free capabilities of the device). This means that they were able to focus better on solving problems without being distracted by on-site circumstances.  We helped them develop a unique and smoother training platform that paved the way for efficient retention of concepts, safe experiences and compliance, and a satisfactory ROI. All this while reducing the tenure and cost of training.

Redefining Customer Experience

Computer vision is primarily known for its prowess in powering cashless transactions and enabling self-driving cars to recognize other vehicles and pedestrians. It is this capability of it to enable autonomous tasks that lay the foundation to its purpose – create a profound interface between the physical world and the virtual. The technology, aided by remote support and AI, can make technicians smart; they need only to point their smart devices at a product that requires repair/maintenance and the technology acts as a third eye. It makes the diagnosis of technical faults easier and more accurate.

The technicians aren’t left alone after a diagnosis either. The interactive capability of this technology bridges the gap between the company’s knowledge base and the task forces by helping them collaborate. Collaboration through this platform takes a different nature, as the technicians are thoroughly guided in a way they understand the job, thanks to annotations that pave the way for step-by-step guidance, graphical representations, sketches, and other interactive methods of communication. What takes weeks to solve can now be now resolved in a few hours.

Reduced Truck Roll Costs, And Again, Improved Customer Experience

Technician dispatches are a very time-consuming affair. And when the forces are eventually dispatched, they are not able to spend time profitably owing to the many unnecessary complexities involved in their daily tasks (say, knowledge gap). 

With visual guidance and automation, technicians could accomplish more, customers could be happier, and operational expenses could be kept in check. The technology can optimize technician dispatches by automated assignments of tasks to the right technician based on customer track record, service location, skills, priority, and availability. These databases can also be used to analyze the service record of each technician, their strengths and weaknesses, and the areas in which they must be trained. 

Change is the Buzzword

Change, and the right kind of change, accelerate business progress while increasing efficiency and profits. Remote support empowers field service organizations to address the issues that plague the industry. Here’s a platform that can play a multifaceted role, a role that supercharges field service agents and experts, bridges the knowledge gap, drives technician enablement and keeps your customers (and you) satisfied and happy.