Digital Mission

Creating Experience Ecosystems

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Omni-Experience Customer Engagement Connected Services

Augmented Service Execution

Current Situation

Service technicians are limited to documented work instructions, but little is directly integrated into service technician tooling.

Goals and Objectives

Lower time and cost to repair; longer mean time between failure (MTBF) and higher first-time fix (FTF) rates; higher service productivity

Technology Deployed

AR/VR, cognitive, IoT, 3D printing, and mobile

Use Case Summary

The use of augmented and virtual reality will provide service technicians with relevant information and guided work instructions, and there will be the ability to 3D print spare parts, particularly in remote service scenarios.

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