What are the Benefits of Remote Expert Collaboration Tools?
- Improve problem solving and troubleshooting
- Improved safety, quality, and boost productivity for the workforce
- Shorten training time and accelerate onboarding for new technicians
- Lower overall operating expenses by reducing travel and shipping expenses
- Improve customer collaboration and satisfaction
AR-based Remote Assistance – Designed for the Industrial Frontline Worker
According to Cisco, there are over 3 billion digital workers across the globe, and nearly two-thirds of these workers are frontline or field workers, whose day-to-day duties require that they physically show up to their jobs.
Most of these 2 billion frontline jobs cannot be done remotely, yet these workers still need access to digital information, guidance, training, and support, which was previously given in person.
Unfortunately, typical office videoconferencing and virtual collaboration tools, which are designed for desktop-based knowledge workers, are not always appropriate for the workplace of the frontline – workers on factory floors or healthcare facilities, engineers on oil rigs, or field service technicians out in the field.
Industrial connected worker solutions that include augmented reality (AR) based remote assistance are uniquely suited for the operating environments that frontline workers participate in, and for the mobile and wearable devices they use. These industrial solutions combine live video streaming with augmented reality to create a powerful collaboration tool. In addition, with integrated digital workflows, frontline workers can be guided to independently complete jobs safely and correctly.
Uses Cases for Remote Expert
What to Look for in a Remote Expert Collaboration Solution
With a range of solutions available in the marketplace, here are some essential features to look out for (that are common across many solutions).
- Part of a comprehensive connected worker platform
- Support for core collaboration features including audio, video, and chat-based communication
- Support for 1:1 and 1:many collaboration sessions
- Session recording for knowledge capture
- Two-way screen annotations
- Support for scheduled or instant meetings
- Seamless file and document sharing
- Multi-level escalation and expert grouping
In addition to core collaboration features, organizations must think about integration and connectivity with the entire enterprise operation and solutions that support continuous improvement within their frontline teams.
Integrated digital workflow
Does the solution seamlessly integrate remote assistance capabilities with digital workflow and enterprise business systems? This combination provides job and work order context and optimal step-by-step guidance for on-site workers and customers, to ensure safety and quality, and boost productivity, as well as deliver offline flexibility for intermittent connectivity situations.
AI Chatbots for virtual assistance and knowledge capture
AI Chatbots can assist workers on the job and provide automated virtual assistance for common troubleshooting scenarios. AI bots can also capture valuable tribal knowledge from expert interactions and turn it into a sharable corporate asset.
Seamless user experience
Does the solution support a range of devices, including iOS and Android phones, tablets, and AR-based wearable headsets for hands-free operation? Is the solution simple and easy enough for both technicians, customers, and third parties to use and quickly get the help and assistance they need?
Build on an AI foundation
Is the solution built on an AI framework to support continuous improvement efforts? AI-based solutions analyze worker activity data to help uncover improvement opportunities and support workforce development.