The Hong Kong Applied Science and Technology Research Institute Company Limited (ASTRI) and a wholly-owned subsidiary of a Hong Kong-based telecom, have introduced a jointly developed Augmented Reality (AR) solution designed to transform field engineers’ operations and maintenance processes.
Called DataHOUSE AR Remote Hand Service (AR Remote Hand), the solution leverages wearable Augmented Reality (AR) technology and brings the telecom subsidiary’s field engineers and its customers to a new era, enabling them to slash the time and cost of troubleshooting and maintenance for achieving better results.
The AR Remote Hand Service employs AR glasses to stream real-time intelligence, troubleshooting logs, graphics and encrypted data from back-end systems to on-site engineers and maintenance staff, boosting field productivity by up to 50%.
By wearing the glasses, field engineers do not have to stop their work to communicate with back-end support teams via a laptop or phone, nor to refer to a paper manual. The AR Remote Hand provides field engineers with a heads-up display for remote visualisation in real-time as they install, maintain or troubleshoot equipment, thus speeding up the whole process.
The solution enables field engineers across multiple locations to overcome the challenges of multiple languages and skillsets in multi-technology environments; as well as to manage installation and maintenance issues more efficiently and cost-effectively, resulting in improved customer satisfaction. This ability to work effectively from remote locations is also helping the telecom’s customers and staff stay safe amid the COVID-19 pandemic.
To ensure safe operations and maintain service infrastructure availability by the global remote service support teams, the subsidiary is using DataHOUSE AR Remote Hand Service in its China Data Center operations to assure regional customers’ business operations continuity.
The CEO of ASTRI stated that the strategic collaboration has demonstrated the success in leveraging next-generation technology in real-life applications that benefit Hong Kong’s people and society, in this case, smart industrial applications and field service management solutions for Hong Kong enterprises.
The CEO of the telecom’s subsidiary stated that DataHOUSE AR Remote Hand is an innovative remote maintenance service adopted in data centre scenarios, which leverages AR intelligent operations and maintenance technologies. Going forward, the parties, through further collaboration and more innovative thinking, expect to enhance the service to cope with more scenarios and bring more value and better customer experience to enterprises.
In their collaboration, ASTRI focused on developing the software platform and customisation, while the subsidiary provided related information and opinions based on its experience with business cases in various scenarios and applications. This ensured the solution could effectively address enterprise customers’ needs across a range of industries. The result is a solution that offers a wide array of benefits in service provisioning and remote location visualisation and communication capabilities:
- Intuitive AR-Guided Installation, Troubleshooting and Maintenance: With AR Remote Hand, field engineers recognise any device with a designated QR code and access real-time intelligence, graphics, and encrypted data from back-end systems streamed on-site. Field staff can access virtual step-by-step guides or even 3D manuals via AR glasses, without the need to interrupt work to check information on a laptop or in a manual.
- Historical Records Analysis: Using a pre-set routine (e.g. gestures), on-site engineers can review a device’s historical record (e.g. customers’ network traffic or cloud CPU history), speed up data analysis and troubleshooting, while cutting downtime and cost.
- Seamless Communication and Collaboration with Back-end Support: Field engineers previously communicated with back-end support via email or phone, making it difficult to describe a troubleshooting situation. Removing distance and language barriers, back-end engineers now view real-time images streamed via AR glasses through an AR operations console, improving operational speed and quality. Its powerful video conferencing feature also offers engineers instant support and fosters off-site collaboration between global operations and maintenance teams. Also, back-end engineers can give field engineers clear instructions via 3D AR labelling.
In exceptional circumstances, such as the current pandemic, it is difficult for enterprises’ IT staff to travel to data centres and manage their equipment. Equipped with the latest AR glasses development, the DataHOUSE AR Remote Hand serves as customers’ remote hands. It not only shows the status of on-site equipment as customers watch in real-time from offices or other locations but also lets customers provide live instructions to the subsidiary’s on-site engineers as they troubleshoot equipment issues without physically being in the data centre.
The team has plans to extend the AR Remote Hand service for further customer use and will enlarge the list of equipment support. Adding AI applications for the AR glasses will be the next milestone as we work to deliver even more intelligent diagnoses.
For example, when a field engineer sees the status of the target-fixing equipment through the AR glasses, they will be shown several possible causes for the problem, with each cause ranked with a percentage according to how likely it is to be the source of the problem.
