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Field Service Teams can Solve Issues more Quickly Due to Intelligent Visual Guidance

Posted by Marbenz Antonio on November 9, 2022

The impending workforce problem that service organizations have been anticipating has now come. To find, hire, and keep people, field service directors are exerting more effort and spending more money. They must simultaneously innovate service delivery, achieve their goals for customer satisfaction, and increase service revenue.

Therefore, it came as little surprise to me when recent studies confirmed how service organizations are adjusting all in all:

• IDC reports that about 73.3% of manufacturers believe artificial intelligence (AI) and the Internet of Things (IoT) will have a minor to major impact on the field service management (FSM) process over the next 24 months.
• Live Video (up 4%) and AR/VR (up 5%), according to the Service Council’s Voice of the Field Service Engineer research, are becoming more popular as areas of technology that can improve field service performance.

Oracle has been adding artificial intelligence into its suite of products to provide users more control and speed up businesswide procedures. Additionally, they help asset-intensive businesses connect equipment and devices to enable remote triage and preventive maintenance activities through the IoT.

But what if a customer or a service worker is already on the scene and needs help identifying and fixing an uncommon issue?

To integrate intelligent visual help technology into Oracle Field Service, they recently teamed with TechSee, a leader in the area of technology for customers, agents, and field workers.

With the use of an augmented reality (AR) layer, TechSee offers a platform that teaches it to recognize hundreds of hardware models, products, parts, and components. With this knowledge, it can help users through tasks step-by-step.

“Adding visual guidance capabilities to our leading Oracle Field Service applications is a game changer for our customers in asset-intensive industries like manufacturing, utilities, and communications,” says Jeff Wartgow, Vice President of Outbound Product Management “we’re excited to partner with TechSee to give our customers the best tools to service their customers.”

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