Augmented Reality in the Service Industry

augmented reality in service industry

Augmented Reality in the Service Industry

Several industries across the world are using augmented reality to improve services, reduce costs and increase productivity. Among them are field service, manufacturing and engineering industries.

AR can help in many ways, such as allowing customers to try out new products before they buy them or providing employees with training. It also allows field service technicians to conduct inspections remotely and provide support over video stream instead of traveling to the customer’s site.

Customer Experience

If you are looking for a way to create an unforgettable customer experience, look no further than augmented reality. This technology is changing the way customers engage with businesses and products, and it can help you build stronger relationships and boost sales.

Augmented reality is a way of combining computer-generated images with real-world views. This helps customers visualize products in their environments and allows them to explore more options before making a purchase. It is a great tool for e-commerce and retail industries, as well as the automotive and hospitality sectors.

For example, Ikea uses augmented reality to let customers see how furniture will fit in their homes before they buy it. This way, they can make sure that the product they are buying is perfect for their needs.

Using augmented reality on packaging can also be beneficial for retailers and brands, as it can give customers more information about the product and help them make better purchasing decisions. Heinz, for example, uses AR to show how the ketchup can be used in multiple ways, such as in different recipes. This interactive demonstration can help customers to make an informed decision and can even increase brand loyalty.

When it comes to customer support, AR can be an effective tool for reducing phone calls and email queries that require a customer service agent’s assistance. With AR-based self-service, customers can find answers to questions and download manuals without having to contact a representative.

A study from McKinsey found that AR usage increases customer confidence in making online purchases, especially for customers who have never purchased a specific product from an online channel. In addition, it reduces the likelihood that a customer will be dissatisfied with their purchase.

The use of augmented reality is expected to grow significantly in the coming years, and it could be one of the most significant business-to-customer technologies. It can be used for all stages of the customer relationship, from pre-sales and sales to post-sales and beyond.

As technology continues to evolve, it will become increasingly important for companies to keep up with the latest innovations. This will ensure that customers continue to receive the best possible experiences. It will also enable them to connect with their brand and get the help they need.


With the emergence of augmented reality (AR) technology, training is becoming a major part of the service industry. This is because a skilled workforce is essential to the success of any organization, and AR training has the potential to help organizations in a number of ways.

One way that AR can enhance the training of employees is by providing a visual representation of equipment to show the workers how it works, as well as provide them with instructions on how to use it properly. This can help to speed up the training process, as it reduces the need for in-person or face-to-face instruction and ensures that the learners are using the equipment safely.

Another way that augmented reality can improve training is by providing access to knowledge that would otherwise be out of reach, allowing employees to learn new processes and procedures on their own. This allows for more effective and consistent training, which can lead to better business results.

Additionally, AR can help to bridge the knowledge gap between a company’s experienced technicians and their newer, less experienced ones. This can help to keep the company running smoothly and prevent costly learning gaps.

AR can also be used in mentorship programs, where senior technicians can teach the next generation of engineers proper procedures and troubleshooting techniques. This will help to reduce the time spent by newer technicians on learning the same skills and allow them to concentrate on providing customer support.

Finally, augmented reality can be used in remote assistance and help to improve customer experience by augmented reality in service industry offering personalized visual guidance and a better understanding of the problem at hand. This can lead to a 20% increase in first call resolution and reduce the need for technicians to be dispatched.

Depending on the type of hardware and software that is used, augmented reality can offer a wide range of benefits for companies. It can be used to train people for a variety of purposes, from sales to safety, and it can be used on many different devices, including tablets, smart phones and AR glasses.


In the service industry, quality inspection is important to ensure products meet standards. Some companies have dedicated quality managers or inspectors who work to identify defects in their products before they are shipped to customers. These workers can use AR software to enhance their ability to identify problems during visual inspections.

Many of the industries where augmented reality can be used for inspections are transport, telecom, and manufacturing. In these industries, the use of AR can make a huge difference in terms of efficiency and accuracy.

For example, the use of AR can enable transportation inspectors to assess bridges and other structures in order to prioritize repair needs. This is a great solution for those in this field who need to constantly assess infrastructure.

The use of AR for inspections in this industry can also help to reduce costs and time spent in the field. With AR, inspectors can inspect equipment from afar without having to leave their desks or vehicles.

Another way that AR can be used for inspections in the service industry is by enabling remote video monitoring of repairs. This helps to reduce downtime and ensures that the work gets done on time.

If a technician is in a remote location, it can be difficult to access the manual that they need in order to perform their job. This is why the use of AR can be beneficial, as it allows them to view data and get support from their service manager at the control room.

Similarly, the use of AR can also be used for quality inspections. Using AR, quality inspectors can improve their ability to spot defects in a product before it leaves the production line.

For instance, the use of AR can help to reduce the risk of errors in the assembly of headliners. By integrating digital work instructions into the process, workers can know exactly where to place padding, glue, and other components.

In addition to these uses, AR can be used for other tasks such as assembling large-sized products and identifying components in the production line. This technology can be incredibly useful for manufacturers as it saves time and money by eliminating the need to create 2D documents for the workshop and move between stationary terminals during the production cycle.


Augmented reality has already revolutionized the way many people use their phones. Among the most powerful applications of AR in industry is the maintenance and repair of physical equipment.

When a piece of equipment breaks down, it typically takes an engineer to fix it. This can be a time-consuming and laborious process, especially for businesses that have to regularly deploy engineers for site visits.

With augmented reality, techs can work on a piece of equipment without having to augmented reality in service industry stop to pick up a manual or wait for an engineer to arrive. This allows them to quickly resolve issues and ensures that their work is accurate.

This technology can also be used to train new technicians. Senior technicians can record their knowledge and procedures in an augmented reality system, which can be shared with younger technicians who need training.

By using augmented reality, companies can increase employee efficiency and bolster first-time fix rates. This improves customer satisfaction, reduces issue resolution times, and can even help companies to avoid service disruptions.

Despite this, some maintenance and repair jobs still take place in traditional methods. This is due to the fact that techs often have to follow a series of manuals in order to complete their tasks correctly. This can be time-consuming and distracting for techs, which can negatively affect their performance and cause production disruptions.

In some cases, this can lead to more expensive repairs. However, with augmented reality, maintenance techs can use interactivity and animation to transform basic CAD images into instructions that they can easily manipulate.

For example, techs can highlight a part by name in an augmented manual. They can even place arrows or text on the parts they’re working on to indicate the correct place for them.

These technologies can also be used to train new techs in real-time. This saves on training expenses, and it also ensures that new technicians aren’t missing crucial steps and causing problems.

One of the biggest challenges facing maintenance and repair techs is overcoming their fear of technology. Fortunately, augmented reality is helping techs overcome their fears by providing them with hands-free technology that will keep them safe on the job.

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