Under certain conditions, remote services are also worthwhile in the area of eliminating malfunctions. For example, the service technician can support the employee on the customer side by video call via smartphone, tablet or with the help of smart glasses during troubleshooting and error correction and instruct him precisely.
Through the screen transmission, the service technician takes the same point of view as the customer, which facilitates this process. At the same time, depending on the technology used, the service technician has the option of using a digital laser pointer or making notes to highlight certain areas in the image. The advantage of data glasses compared to smartphones and tablets is that the employee on the customer side has both hands free to carry out the guided actions.
This leads to time and cost savings as traveling is eliminated and problems are quickly resolved. This reduces downtime to a minimum. The use of augmented reality (AR) technology additionally makes it possible, for example, to display machine-relevant data or step-by-step instructions as well as to look digitally inside the machine. This requires an integrated system in which the machine's service data is stored and from which it can be retrieved.