Minebea Intec has introduced miRemote, a new tool based on augmented reality technology, which enables an immediate online connection between customers and Minebea Intec.
This way, waiting times for technicians and unnecessary production downtimes are avoided, as smaller problems can often be solved with a little support. Especially when access to production facilities and personal contact is difficult or even impossible, miRemote provides a service solution, the company explains.
With the augmented reality service app miRemote, the service technician shows the user how the tool works. Service technicians can get video access to the user’s smart device to solve specific problems. The service accesses the camera of the device to get a live video feed of the problem. Through various interaction possibilities, the technician can give the user precise instructions and is at his side during the problem-solving process.
“Personal contacts are difficult at present: it is not always possible for a technician to be directly present on-site; access restrictions or lengthy approval processes are a problem when it comes to providing rapid assistance. With miRemote, service staff can get a quick and immediate picture of the situation, simply by looking at the camera function of the device in use, without having to invest in additional hardware or software – all it takes is a link and a click, and the live connection is established,” said Michael Tappe, global service Manager at Minebea Intec.
By fading in gestures, sending helpful documents, or direct instructions via the audio track, the user can be intuitively told what to do. If the problem cannot be solved via app assistance, the service department knows exactly which assistance is necessary due to the personal view of the situation – which is not always the case with remote diagnosis.