Switzerland: Bobst has launched Helpline Plus AR, which it claimed is the first ever remote assistance service in the packaging industry to incorporate a smart headset with augmented reality (AR) glasses.
Customers requiring technical assistance can wear the smart headset and connect with experts who can simultaneously see what the user sees and offer real-time support.
“This is a huge step forward in terms of embracing the latest technology to maximise customer experience,” said Julien Laran, head of business unit services. “We believe this will bring significant benefits for our customers, particularly time and cost savings due to the rapid problem solving this innovation enables. Even before AR, our helpline service could solve many issues online in less than two hours – we now believe that more issues can be solved.”
Helpline Plus AR is a Wi-Fi connected secure connection which establishes contact with the customer’s machine via the internet. Customers get a Bobst expert on-demand, and with the help of the two-way video and audio live stream, an immediate solution to the issue can be provided.
“Helpline Plus AR makes for a seamless experience between our customer and our experts because the Bobst machine is directly connected to the service,” said Laran. “And with the smart headset, both are looking at the same thing at the same time, limiting any risk of confusion.”