Field Service VR/XR/AR Use Cases

VR/XR/AR in Action

Industry: Manufacturing
Specific Industry: Automotive
Use Case: Field Engineering

AR/VR Improves Vehicle Service Speed and Worker Efficiency

To improve service speed and the safety of its workers, Mercedes-Benz is arming its dealership service technicians with a new Mercedes-Benz Virtual Remote Support system powered by Microsoft HoloLens 2. Modern vehicles are complex and high-tech. Most dealership technicians are trained for routine maintenance, but occasionally new technology problems will develop, requiring a highly trained specialist to travel to dealerships to train staff for fixing these problems. Mercedes and Microsoft’s partnership aims to make receiving specialist help or training easier with augmented reality.

Here’s how Mercedes-Benz Virtual Remote Support will work: At the dealership, a technician seeking help with a problem will wear the HoloLens 2 headset (serving as the requisite AR in field service technology), which is able to overlay a mixed reality environment with intricate 3D images and holograms atop their field of view. The technician is then linked with a Mercedes-Benz specialist working remotely who can see what the technician sees and communicate in real-time — manipulating the holographic information with annotations, highlighting areas of focus, while presenting documents and service manuals.

Mercedes-Benz Virtual Remote Support is being rolled out to all of the automaker’s 383 dealerships across the US, and the potential benefits are myriad. The on-site technicians gain experience and quick answers to maintenance questions, allowing them to work more efficiently. Amidst concerns relating to COVID-19, both the technician’s and the specialist’s safety are improved due to reduced contact. Less service-related travel also means less environmental impact and CO2 emissions. For Mercedes-Benz’s customers, this new system will bring about a quicker and more effective fix for all vehicle service problems.


Limbix VR
Industry: Industry/Healthcare
Specific Industry: Mental Health
Use Case: Field Engineering

VR is Far More Psychologically Powerful Than Any Medium Ever Invented

For mental health therapy, Limbix VR allows patients to interact in authentic, virtual environments. Patients can face their fears, practice conversations, visit remote locations, and relax in tranquil settings.

Limbix VR provides for VR headsets, tablet mirroring, and controls that seamlessly connects to a VR headset via Bluetooth, allowing for mirroring and selection of VR content. Limbix VR environments are built from panoramic images and videos to experience true “presence” with visceral sensations. Patient experiences include teleporting patients around the world to the scene of an important life event or take them to tranquil nature environments where they can relax. Therapists can gradually expose patients to phobias or sources of distress to increase a patient’s anxiety tolerance to distressing situations.

VR can play a meaningful role in the treatment and therapies associated with anxiety, depression, addiction, trauma and phobias. VR technologies are thus providing professionals – and their clients – with tools to significantly enhance productive therapies and interventions towards better mental health.

“VR is far more psychologically powerful than any medium ever invented and is poised to dramatically transform our lives. ” – JEREMY BAILENSON & THOMAS MORE STORKE,  PROFESSOR OF COMMUNICATION, STANFORD UNIVERSITY


Industry: Manufacturing
Specific Industry: Cosmetics
Use Case: Field Service

AR/VR Facilitates the Installment of and Troubleshoot Manufacturing Equipment Around the World

L’Oréal has a wide range of products that require sophisticated machinery for production and packaging. Sometimes a machine requires installation or service because a part broke, new equipment needs to be installed, or the machine might require an audit. In these cases, it is not always easy to clearly explain the process over the phone, and it can be expensive to have experts travel to the site. This traditional approach to on-site servicing can also result in significant—and costly—delays.

To solve this challenge, the company sought a way to benefit from the expertise of individuals who are not on-site. L’Oréal chose Microsoft Dynamics 365 Remote Assist on HoloLens 2 to enable employees in one location to see what employees in another location are looking at in real-time. They can react to the same image, use mixed-reality annotations, and share critical information even when they are physically not in the same location. While wearing the HoloLens 2 headset, users can see data, instructions, and 3-D visual images in their real-world view. They can manipulate digital objects by using their fingers to grab the corners of the object and drag it over to one side, among other gestures.

By connecting employees around the globe through mixed reality, L’Oréal is reducing costs, optimizing operations, and cutting down on travel—a benefit that ties directly to the company’s long-term commitment to environmental sustainability and minimizing its carbon footprint. Consequently, the use of Microsoft HoloLens 2 has significantly reduced operational and travel costs, while boosting efficiency, thus providing an immediate return on investment.



Industry: Manufacturing
Use Case: Field Engineering

XR Improves the Maintenance and Repair Process of Factory Equipment

From the utilization of factory equipment, there is normal wear and tear of equipment. Consequently, the maintenance and repair process of factory equipment is a crucial ingredient of the factory’s continual operations.

Vuzix Smart Glasses improve the servicing of equipment by providing hands-free information, facilitating live remote support, and using artificial intelligence to detect issues. Engineers can view real-time machine data and 3D models, detailed instructions from back-end systems, or video tutorials overlaid on top of real machines. The technology is also capable of ‘listening’ for abnormal sounds like a whirring or high pitch and automatically creating an associated maintenance order.

The M-Series Smart Glasses can be used to live-stream a manufacturing technician’s view of a situation to a remote expert, who sees what the technician sees and verbally guides him through the correct maintenance procedure. Reduced travel and faster issue resolution reduce downtime, saving millions of dollars and extending the careers of the industry’s most experienced workers.



Industry: Manufacturing
Use Case: Field Engineering

AR Facilitates Quality Inspection of Factory Equipment and Manufactured Products

Repetitive motion and delays, un-ergonomic devices, and unsatisfactory training methods do not just hurt productivity, they create a perfect storm for errors. Inspectors memorize checklists, use written documentation or manually log findings, but these methods leave room for miscommunication, and defects go uncorrected down the line. Despite the use of mobile solutions, inspection failures still occur, and that has an impact on safety, customer service, and the bottom line.

Workers use Vuzix M-Series Smart Glasses integrated with the manufacturer’s quality management system (QMS) to pull up inspection checklists, verbally confirm actions, take audio notes, call other technicians, and instantly upload their findings. The heads-up, hands-free form factor allows QA inspectors to move around and do hands-on testing.

The key benefit of utilizing smart glasses is instead of filling out forms or typing up reports, they are able to objectively document issues upon discovery using the smart glasses’ camera, and update their QMS in real-time ensuring that work is not duplicated and defects are addressed faster, Factory workers can furthermore use AR overlays to help spot defects, or Artificial Intelligence and computer vision to reduce human subjective judgment altogether.


Industry: Insurance/Healthcare
Use Case: Field Engineering 

XR Provides for hands-free full HD video-streaming for patient treatments, surgery, and doctor consultations.

In traditional emergency situations, patients are treated by paramedics in transit, and the ER staff awaits their arrival. But, with Vuzix Smart Glasses, doctors can begin to treat patients before they arrive at the hospital. When paramedics and ER staff are wearing smart glasses, everyone is fully connected. Doctors can see patients—in real-time. They can see what the paramedics are looking at. They can ask questions, hear the answers, and view monitors. They can find out what other health conditions are present, and discuss what information paramedics were able to collect about medications and medical history.

The Vuzix M400 Smart Glasses provide hands-free full HD video-streaming performance for a surgical operation. Vuzix software provides full HD live-streaming and advanced options such as brightness adjustment and zoom capability. The glasses provide complete see-what-I-see communication, so everyone sees exactly what the surgeon sees, in real-time. Surgeons can share and explain their techniques, and they can consult with specialists who may be miles away from the hospital. Everyone wearing smart glasses can view the surgery, monitor the patient’s condition, and discuss the best way to proceed. After the operation, the technology can provide instant communication between the surgeon and the ICU.

The Vuzix Smart Glasses can enable:

  • Hands-free access to information (medical records, test results, x-rays),
  • Real-time, see-what-I-see communication (for remote collaboration and support from instructors or


  • Hands-free, point-of-view examination of patient symptoms and physical issues (audio and visual),
  • A vast reduction in the need for time-consuming paperwork and reports,
  • The ability of doctors to consult with more patients in one day,
  • Critical savings in time (test results, x-rays, ambulance travel).


Industry: Services
Specific Industry: Training
Use Case: Field Engineering

AR Provides the Ability for Object Recognition and Object Character Recognition

Augmented Reality superimposes, or overlays, sound, text and images on what we see, as we see it, blending virtual or augmented content with reality. It achieves this through the core technologies of object recognition, and object character recognition.

People are easily able to recognize and identify many different objects, even if they are partially obstructed from view. Machines and electronic devices cannot do that, but object recognition allows devices to see their environment; object character recognition (OCR) allows them to read and understand it. It is OCR that allows devices to scan and process barcodes, serial numbers and tags. Object and image recognition can be utilized for scanning codes, text, numbers, step verification and task completion.

Smart Glasses are equipped with high-definition cameras and microphones, allowing users, with a simple touch, gesture or voice command, to instantaneously capture unique pictures, video, and audio, without taking their hands off the task they are working on. They can ask questions, and be answered; make comments, and be instructed. All of this action and interaction becomes content, which can be stored in the device’s memory, uploaded to a database, or streamed in real-time to a supervisor or colleague.

Desjardins Insurance
Use Case: Field Engineering

AR Enables Video Explanation of Retirement Goals and Plans

Augmented reality technology has the potential to change the way insurance services are promoted significantly. With the popularity of smart mobile devices, AR in field service becomes a part of marketing strategies for numerous commercial organizations. By exploring and adopting this AR in field service technology, companies strive to get a competitive advantage over other market players.

Desjardins Insurance is a Canada-based company that offers various retirement plans to customers. Desjardin management decided to change the process of choosing a convenient retirement benefit plan into a more enjoyable activity with the help of augmented reality. Desjardins Insurance created a mobile AR in field service app that provides video explanations of people’s retirement goals and plans when users choose specific options. The insurer has a branded paper card called “Penny Dollar”. When users scan it using the AR app, a virtual 3D model appears on the screen of the smartphone and provides them with useful information in an interactive way.

With the easy availability of smartphones that are capable of showing AR simulations, insurance companies can easily capitalize on smartphone devices. To sum up, they can create awareness about the importance of buying insurance in a fun and interactive way.

Symbility Video Connect
Use Case: Field Engineering

AR  Improves Damage Estimation for Insurance Companies

Augmented reality can help adjusters remotely determine the damaged area of various objects and provide 360° assessment by using photos of the damage and building 3D models from them. With the use of AR in field service, technical specialists can understand the damage volume by overlaying object images representing the object condition before and after the accident. Taking into account collected and processed information, adjusters can measure dimensions of damaged parts and calculate the required repair costs. With digital building plans and installation of sensors on a damaged building, insurance inspectors can accurately review all damaged parts of the building. Using AR in field service-enabled solutions, inspectors can literally look behind the building walls and determine the location of a gas line or fire epicenter.

Symbility Video Connect is a live video communication solution that allows customers to send their claims to insurers in real-time. With this tool, policyholders can communicate with insurance adjusters to fully and remotely inspect the damaged property. Symbility Video Connect allows customers to use the built-in camera on the policyholder’s mobile device to collect all the necessary information regarding case consequences.

This solution helps adjusters collect both documents and data needed to estimate the damage and define the services required in real time. It allows insurers to maintain customer claims in a much faster way and across a wide geographic location. By leveraging customer’s smart device, adjusters gain remote visual access to the claim object. They can pause or live video, highlight any point of their interest, and save necessary images and facts to the customer’s claim. The primary value of this solution for insurance experts is the capability to precisely estimate the damage without physically being situated within the cause area. They can take and zoom pictures remotely while being sure that the claim details are accurate and not overestimated by a policyholder with the intent to get a more significant compensation.


Use Case: Field Engineering

AR Enables Warning About Danger in Homes

Allianz, a worldwide known insurance company based in the UK, has used the capabilities of AR in field service to increase customer awareness about many dangers that they may face in their homes.

The insurer has built their own house, which customers can visit and detect possible home incidents using their mobile device.

When they enter the house with a built-in smartphone camera enabled, they can see various hidden dangers on a display of their devices, such as a smoking and sparkling toaster, breaking the bathroom floor caused by sink floods, cracking aquarium, etc.


Use Case: Field Engineering

VR Gamifies Disease Prevention

Cigna – a global health, dental and supplemental insurance provider for individuals and families – introduced the “BioBall”, a virtual reality attempt at prevention. The BioBall is a handheld, electronic orb that works with a virtual reality headset to guide users through an interactive game while measuring a couple of vital signs. Noting that high blood pressure, cholesterol and other controllable factors cause chronic diseases, Cigna created “a virtual reality game designed to complete health screenings and deliver pertinent health information to customers”.

A trained BioBall expert helps participants with the registration process, including a blood pressure test. The players use a bowling-type ball during a one-minute race to capture all the images that flash on a screen before them. According to Cigna, “The BioBall senses a player’s pulse, which determines the ball’s movement and uses responsive lighting to connect the game experience with the player’s heartbeat. Once players finish the game, they immediately receive their health numbers privately on their headsets. An email with health suggestions is sent immediately to the email address that players provide when they register.”

Cigna sees BioBall as an innovative way to encourage people to Go.Know.Take Control. of their health. Research shows that four health numbers – blood pressure, BMI, blood sugar and cholesterol – are responsible for the majority of preventable chronic disease and health care costs. Cigna’s goal is to help people learn their four health numbers and make this process easy, quick and painless.


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