Technology is rapidly changing, and service organizations often have new product implementations and equipment in their service and maintenance workflows. Likewise, a service organization is made up of individuals of varying levels of experience and familiarity with deployed equipment. Utilizing merged reality systems helps technicians familiarize themselves with new equipment and speeds the training process.
The use of merged reality when connected to a live support center enables an even deeper level of virtual support. When organizations connect merged reality with a live support center, an expert associate can remotely guide a field technician through a process in real-time. By hearing the technician and seeing what the technician sees on the equipment, and then superimposing directions on the screen, questions can get answered much faster. Employing merged reality in the training of new service personnel empowers the transfer of skills from the experienced employees to the new employees. Merged reality helps new technicians learn through simulations and scenarios they are likely to encounter in the field. This training provides valuable on-the-job support on field service calls, which helps foster competence, confidence, and employee retention.