How do you provide fast and professional assistance with complex system malfunctions in times like these, when contacts and travelling are limited or only possible with a great deal of time? "Beam me up, Scotty!" is what Star Trek would say. At machine manufacturer Venjakob, real-time support works in a contemporary way using an augmented reality solution.
Anyone operating a Venjakob system should remain completely relaxed with regard to machine availability, even in tense situations. For this reason, Venjakob has been an early adopter of modern IT solutions in technical support. For example, remote service has been used since 2002 to remotely access the customer's machine control system. In spring 2019, the latest achievement was finally presented to trade visitors at Ligna in Hanover: an AR service app.
The aim of the new augmented reality solution is for the service technician to provide the same level of support when rectifying system faults or providing additional assistance as if they were on site. With the AR service app, language barriers or technical explanations from the system operator, such as those that occur during telephone support, no longer play a role. Using AR glasses, known as smart glasses, a smartphone or tablet, the service technician can follow the eyes of the system operator on site from a distance and guide them precisely, as the company describes its "Digital Service".
Augmented reality is more than just a gimmick
And how have Venjakob customers responded to the AR service app? Christian Frenzel from Technical Support: "Customers are reacting positively to it because errors can be recognised and processed more quickly. There were also cautious reactions in the run-up. But as soon as someone has experienced for themselves how the app helps them, augmented reality is no longer dismissed as a gimmick."
The AR service app is currently being used not only to rectify system faults, but also to optimise process sequences or to provide assistance if the remote system cannot be reached via the customer's PC. Venjakob is pleased that it has already been able to gain experience with this new technology. Due to the ongoing travel restrictions, the company expects demand for the digital service to increase rapidly.
