The Big Discussion: Augmented Reality - Part 3.

Jul 31, 2019 • FeaturesAugmented RealityFuture of FIeld ServiceWorkforceIFSskillsThe Big DiscussionOverITLibrestream

In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector.
In the third of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream ponder AR's future role in service. Will it be ubiquitous as a rugged device?

Do you think AR will become a mainstream/commonplace part of field service operations within the near future?

This question is an interesting one. AR is a large bucket. If you look at proven capabilities such as remote expert guidance and digital work instructions, AR is already a mainstream capability for market leaders.

Other AR capabilities such as 3D modeling and cognitive services, while important parts of the digital transformation journey, are further out in maturity. For these proven AR tools, we’ve experienced a shift from Operations to IT led sourcing to deploy at scale across an enterprise.

At scale, these enterprises report strong operational results such as:
• 30% Productivity gain from ‘just in time’ mentoring of field techs;
• 5-10% Increase in asset up-time;
• 50% Reduction in support call duration;
• 20% Acceleration in time to resolution.

In addition to these tangible results, our customers describe how AR also provides them with competitive differentiation, worker safety, premium service offers, and worker retention opportunities.

Most consulting firms agree that by 2022 over 50% of field service providers will offer a specialized digital customer experience enabling both two-way interaction and workflow initiation through multiple human and non-human channels.

The prediction is confirmed by the fact that OverIT, as an AR product supplier, is no longer reaching out to potential customers to make them aware of the power of such technology, but instead is proactively contacted by prospects who have already developed a well-defined AR strategy for their business. OverIT with more than 85K active users on field have the expertise to guide them in this process.

We are facing the ROI era and Augmented Reality is no longer a proof-of concept.

The current technology inflection point, where technologies like AR, Artificial Intelligence and machine learning will become pervasive, makes it one of the most exciting times to be working with service companies.

Many use-cases that, only a couple of years ago, seemed aspirational at best, are becoming more real and accessible every day.
We are certainly seeing more interest in this area from the industry as cost and complexity reduce – making the technology more accessible to a wider range of organisations.

The Feasibility of AR in Service report produced by the Service Council in 2017 found that 33% of respondents were already using AR, with 43% evaluating it. From what we see in the market, this upwards trajectory has continued and momentum is continuing to build.

The final part of the big discussion will be published next week. You can read the first instalment here and the second here