VIRTUAL REALITY TECH SUPPORT

摘要

Probably one of the most frustrating things 12-volt installers face is negotiating tech support when the job has to get done in a timely manner. Once you negotiate the phone tree and spend time on hold, it can be challenging for the tech on the other end of the line to see the exact problem that you are having. Luckily, we all know the lexicon of the bay to get the person on the other end of the line up to speed quickly. But there must be a better way. Porsche may have found the answer - and we look forward to see versions of it in our industry. The technology is called Tech Live Look. It combines computerized eyewear and augmented reality software to allow remote experts hundreds of miles away to see what a service technician is seeing and provide feedback while the technician works hands-free. The system uses ODG (Osterhout Design Group) R-7 smart glasses and the AiR Enterprise software platform from Atheer Inc. So, it breaks down like this: When a service technician at a dealership in Los Angeles dons the Virtual Reality specialized eyewear and connects through the software with the Atlanta-based Porsche technical support team 2,200 miles away, it allows the support team to see exactly what he or she is seeing, in real time. This "see what I see" videoconferencing capability with instant access to remote experts allows both parties to quickly identify and resolve technical issues. According to Porsche, it can also help decrease service resolution time by up to 40 percent, based on the findings of a pilot program undertaken in July 2017 at eight Porsche dealerships in California, Florida, Indiana, New Jersey, and Washington, along with one in Canada.