What is Remote Expert?

Remote Expert solutions are industrial collaboration tools that allow workers to virtually connect to subject matter experts for remote guidance and assistance. These software tools combine chat with live video, audio, file sharing, and augmented reality (AR) annotations to give technicians and workers more effective remote and virtual collaboration with subject matter experts.

Remote expert solutions are becoming commonplace in manufacturing and other industrial settings, where companies are faced with an increasingly distributed and remote workforce, yet still require team collaboration to help troubleshoot and resolve issues.

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

Field Service

Remote Support for Direct or Dealer Field Technicians

Remote expert guidance and assistance tools now enable support for service teams, allowing technicians that are on-site to perform maintenance and repair procedures with improved safety, quality and efficiency with the help from virtual subject matter experts.

Remote Support for Customers

For companies that are unable to offer on-site service technicians, remote assistance tools provide the ability for customers to be more self-sufficient and provide an improved level of self-service. Remote assist tools allow customers to connect with subject matter experts to safely and efficiently perform routine service and maintenance routines.

Manufacturing

Internal Collaboration

Remote assistance tools are also being used for internal manufacturing collaboration, where many companies are using remote assistance tools to virtually connect frontline workers in factories with remote subject matter experts (SMEs) to improve troubleshooting and support workers during changeover, maintenance, or other operational processes.

External Collaboration

Manufacturers are also extending remote assistance tools out to OEMs and 3rd party SMEs for remote equipment

maintenance, virtual factory and site acceptance tests, and troubleshooting when they are unable to travel onsite.

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.

Interested in learning how Augmentir can help you incorporate industrial collaboration tools within your overall connected worker strategy? Get in touch with us for a free demo.

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