New augmented reality and remote diagnostic tools that could significantly reduce repair times are being piloted at Volkswagen Commercial Vehicles.
On trial at 10 Van Centres, the technology provides technicians with augmented reality glasses enabling field technicians to communicate directly with experts at a Technical Support Centre and receive precise visual instructions directly.
The video broadcasts serve as a virtual technical support agent, guiding technicians through complex repairs by augmenting images, wiring diagrams and adding repair suggestions into their view whilst talking them through the necessary diagnostic steps.
The technology – which will be showcased on the Volkswagen Commercial Vehicles at next month’s CV Show – is being trialled until June 2018 and, if successful, will be rolled out to all Volkswagen Commercial Vehicles technicians including those that work across the brand’s Mobile Service Clinics that operate across the country. It’s also said to have received extremely positive feedback from customers.
Paul Anderson, service operations manager at Volkswagen Commercial Vehicles, said: “Our ultimate aim is to ensure we can keep the customers’ vehicles on the road for longer and that means reducing the time it takes to repair a vehicle when it’s in the workshop.
“The new devices allow our team of Technical Support Agents to support our network with a virtual visit which is as close as possible to the real thing – without the limitations. Factors such as time out of the office, speed to booking and travel time are stripped out leaving only the value of having our technical support agents virtually in the Van Centre to support the diagnostic process.”