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Augmented Reality Speeds Remote Troubleshooting

Trumpf makes remote support easier with an app and hardware that enables customers to more easily explain machine and software issues they’re encountering. The Smart Glasses enable the two parties to share and annotate photos and videos.

Enhancing a portfolio of customer communication through MyTrumpf and Trumpf’s Service App, the company’s Smart Glasses and Visual Online Support app enable quick and convenient troubleshooting.

To ensure operators will always be able to quickly explain what they’re encountering, customers may add Trumpf Inc.’s (Farmington, CT) Smart Glasses, the company’s augmented reality troubleshooting solution, with Visual Online Support app to their service contract. At least 200 in North America have taken advantage of the value-add option.

A camera and phone combined into a head set that connects to the internet, the glasses use augmented reality (AR) to show Trumpf technicians what a customer’s operator is looking at.

After the operator requests service, a Trumpf technician calls the headset. The customer can walk around a machine, open a control cabinet, or do whatever else is necessary to provide the details Trumpf’s technician needs to diagnose the issue. Then, because the customer’s hands are free, Trumpf can walk the customer through the repair. If a part needs to be ordered, that’s done immediately.


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