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AR in Action in Work Management and Mobile Field Services

Updated: Feb 3



Augmented Reality (AR) in Work Management and Mobile Field Services is revolutionising how complex assets are maintained, repaired, and managed remotely. It is increasingly becoming one of the most adopted tools across field services. This technology enhances the efficiency, safety, and accuracy of field service operations.


AR is an interactive experience that most people are familiar with. Streetview on google maps, interior decorator apps that show furniture in your space (IKEA Place), Filters on social media that alter your appearance (Snapchat or Instagram), games that blend real and virtual spaces (PokemonGO) or apps that place virtual creatures into your physical environment.


AR superimposes digital information onto real-world objects to create 3D experiences that allow users to interact with the physical and digital worlds simultaneously.


AR enhances what we see in the real world with computer generated perceptual information. A person’s immediate surroundings can become an interactive learning environment.


Through software, and hardware AR enabled devices, such as smartphones, tablets, and smart glasses, use a camera to identify a physical object or the environment around the user. A digital replica of what the device sees is sent to the cloud where digital information is gathers on the object or environment. The device then downloads this information and superimposes it over the object, creating a part real, part digital 3D interface.


Devices are connected to the internet meaning that the user can further interact with the object or environment whilst moving around, as real-time data markers, GPS trackers, accelerometers orientation and barometric sensors connect to the device in real time. Through touch screen, AI chatbots or assistants and voice recognition a user can interact even further with the object or environment.


This becomes particularly valuable in various field service industries, allowing resources to interact with assets in an augmented way. By incorporating IoT and AR into existing FSM technology, an ERP and FSM solution can build flexible intelligent and informative service environments that fuel data driven decision making. Through IoT networks, AI assistants and human ingenuity, observation and creativity, field resources can perform their roles more efficiently, ensuring greater customer satisfaction.


A variety of AR glasses exists both specifically for work in field services and for leisure use, however, these devices are currently inaccessible to a large number of people due to excessive cost. However, much like the smartphone, as technology develops and becomes cheaper and easier to create, it becomes more accessible (VIVE, 2023).


The Smartphone is currently a fantastic tool for using AR because nearly everyone has one.


A continuous survey performed in the UK showed that in 2012, 52% of the British public owned smartphones, increasing to 85% by 2017 and in 2023 91% of the public was reported to use smartphones, daily (Consultancy.uk, 2017).


The biggest drawback of the smartphone is that you have to hold up the device and you are limited to the viewing space of the cell phone screen which isn’t an intuitive way of viewing your environment.


There are three types of AR:

  • Marker based

  • Markerless

  • Location based


Marker-based needs to recognise unique visual points before superimposing digital information, and after, the digital information will appear stuck to the marker.


Markerless allows a user to move the superimposed digital information anywhere in the real world, and it will appear to ‘float’ in the environment.

Location based ties digital content to a specific location in the rea world in tandem with GPS.


According to former Gartner Research Group vice president, AR can be used in two main ways within field services:


An interactive visual aid for field technicians that can superimpose detailed diagrams and instructions over equipment in the field.


A visually focused remote tool for customers, allowing them to collaborate virtually with technicians enabling them to see what the customer sees. There is high demand for access to self-service and AR has the potential to drastically change customer interaction. This can reduce home visits by 42%.


AR enables field technicians to receive live support from experts located elsewhere. By using AR glasses or mobile devices, technicians can share their view of the equipment with experts, who can then annotate the field of view with instructions, drawings, or animations. This real-time guidance helps in diagnosing and solving complex problems without the need for experts to be physically present, saving time and travel costs.


AR provides immersive training experiences for technicians, allowing them to learn and practice on virtual models of complex assets. This hands-on approach improves learning outcomes, helping technicians to better understand the equipment they will work on. It reduces the learning curve for new employees and updates the skills of existing staff to handle new or upgraded equipment.


Through AR, technicians can view real-time data and analytics superimposed on the machinery on which they are working. For instance, they can see temperature readings, operational status, or maintenance history by simply looking at various parts of the machine. This instant access to critical information aids in quicker diagnostics and more informed decision-making.


AR applications can provide step-by-step maintenance and repair instructions overlaid directly onto the equipment. This not only speeds up the process but also reduces errors, ensuring that the work is done correctly the first time. It is particularly useful for complex tasks where precision is crucial.


By using AR, technicians can be alerted to potential safety hazards in their immediate environment. For example, AR can highlight hot surfaces, moving parts, or high-voltage components, helping to prevent accidents and ensuring compliance with safety protocols.


AR facilitates more efficient asset management and inspection by enabling technicians to visualise the internal components of machinery without disassembling it. They can inspect the condition of an asset and identify issues like wear and tear or misalignments, thereby predicting failures before they occur and scheduling preventive maintenance.


In situations where assets need to be customised or have complex configurations, AR can guide technicians through the process, showing them where each component should go and how it should be installed. This is particularly useful in industries where assets are highly specialised.


Many industries are adopting AR for these purposes, including manufacturing, utilities, telecommunications, and healthcare. Companies are using AR platforms integrated with their work management systems to streamline operations, from Siemens and GE leveraging AR for equipment maintenance and training, to utility companies using it for infrastructure repair and inspection.


The use of AR in Work Management and Mobile Field Services is still evolving, with new applications and improvements emerging as the technology advances. As AR devices become more widespread and affordable, and as software solutions grow more sophisticated, the impact of AR in these fields is expected to grow significantly, further enhancing the efficiency and effectiveness of remote work on complex assets.


This is a significant game changer for organisations as there is currently a shortage of field service technicians making field service companies vulnerable. The reason for the shortage can be attributed to service demand increase, experienced technicians retiring and fewer new workers entering the industry. This shortage is predicted to worsen over the next few years and without experienced or qualified technicians, service providers will struggle to keep up with demand.


With AR, less experiences technicians can provide high quality service. Manual onboarding takes considerable time. AR powered technology provides technicians with training anywhere at any time, streamlining training processes and increasing accessibility, allowing field service companies to build and manage a skilled technician workforce quickly and at lower costs.


Through the collaborative integration of these various technologies the service industry in every aspect will begin to change dramatically and become far more consumer centric. Services will be centred around convenience for the customer, remote access for the customer and personalisation.



When these technologies are integrated collectively and augmented with AI, the connectivity level not only boosts service delivery efficiency but also enhances safety. For instance, an FSM solution integrated with IoT and powered by AI can analyse weather patterns to foresee adverse conditions affecting road integrity. It can proactively issue alerts, dispatch road inspection or closure teams, and alert emergency services to potential hazards, thereby safeguarding public safety and minimising risk.

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