Powered by MAN CEON, PrimeServ EyeTech is the company’s new digital service solution. Development started in 2018, and now testing of the smart glasses is underway in field operation. The remote support tool enables mobile video conferences to be set up via data glasses, allowing MAN technicians to take the customer's perspective without having to be on site themselves.
The solution combines a safety helmet with a camera, micro screen, microphone and headphones. The camera mounted on the helmet enables the MAN expert to see on screen what the technician sees on site and to guide the technician visually and acoustically through maintenance processes. Additional information is provided to the customer via a helmet display.
“Our experts can help quickly and easily through interactive video calls set up via the glasses. Assisted-reality solutions have enormous potential for plant maintenance and repairs,” said Roland Kabitzke, MAN’s learning and development manager. “Assisted reality” is a technology that allows a person to share their own environment with an expert who can help solve a problem in real time.
Assisted reality improves customer support
Digitalization becomes very concrete with PrimeServ EyeTech: Using assisted reality creates a direct customer benefit.
“The technology saves time, money and is good for the environment because our experts don't have to travel as much,” stressed Nico Billinger, head of the Oberhausen Digital Operation Center. “PrimeServ EyeTech connects our experts with our customers quickly and gives them access to our worldwide network of experts. For example, a specialist in India can solve a problem for a customer in the USA without having to travel.”