Help from afar: BOBST launches “industry first” augmented reality customer assistance service

05 Feb 2019 --- Packaging equipment and services supplier BOBST has launched Helpline Plus AR in what the company says is the first ever remote assistance service in the packaging industry to incorporate a smart headset with augmented reality (AR) glasses. Customers requiring technical assistance can wear the smart headset and connect with experts who can simultaneously see what the user sees and offer advice and support in real time.

“Whether the machine is having an electrical issue such as a decalibrated encoder, a photocell malfunction, or whether it’s down with a mechanical issue, the Smart Headset with Augmented Reality is hugely effective in diagnosing and troubleshooting problems quickly that are difficult and time-consuming to address over the phone or via traditional remote connectivity only,” Mathieu Robyr, Product Manager IoT Services, BOBST, tells PackagingInsights.

Helpline Plus AR is Wi-Fi connected and it establishes a secure connection with the customer’s machine via the internet. Customers get a BOBST expert on-demand, and with the help of the two-way video and audio live stream, an immediate solution to the issue can be provided.

Click to EnlargeRobyr explains that the Helpline Plus AR has launched in Italy and Spain. It will be rolled out across Europe and the US later in the year.

Improvements to the technology are ongoing, Robyr explains. “We are constantly working on improving the technology. As a future development, we are looking to add the voice-over-IP and to propose an ATEX solution for our customers with solvent-based machines. We are also experimenting with features such as live voice translation or automatic parts recognition.”

Julien Laran, Head of Business Unit Services, BOBST, believes that the Helpline Plus AR will maximize customer experience and bring significant cost savings due to the rapid problem-solving capabilities of the technology.

“Even before AR, our Helpline service could solve many issues online in less than two hours – we now believe that more issues can be solved and time can be reduced even further,” Laran notes.

“Helpline Plus AR makes for a seamless experience between our customer and our experts because the BOBST machine is directly connected to the service. And with the smart headset, both are looking at the same thing at the same time, limiting any risk of confusion. The service bridges knowledge gaps and ultimately adds up to less downtime and increased productivity, as well as enhanced customer experience,” he adds.

BOBST claims to be the first company in the packaging industry to introduce state-of-the-art remote assistance in augmented reality. The technology will gradually launch worldwide throughout 2019.

Augmented reality: Expanding and diversifying
Connective packaging technologies, including AR, are expected to gain further popularity in 2019. 2018 evidenced that brand owners are beginning to realize the massive potential of pioneering technologies such as Near-Field communication (NFC), QR codes, barcode scan and AR in increasing brand loyalty and awareness and providing data to better understand consumer behavior.

To date, the use of connective packaging technologies has mostly been restricted to temporary projects, such as Malibu’s “Coco-nect” cups which can be twisted to request a refill at events. However, Founder of IoT agency SharpEnd, Cameron Worth, anticipates that in 10 years’ time the cost of connected packaging will have decreased to such an extent that the world’s biggest FMCGs will be utilizing the technologies as standard.Click to Enlarge

What will 2019 witness in terms of bridging the gap between experimentation and the standardization of connective technologies? “I see connected packaging being deployed across ‘dark markets’ in highly regulated industries,” Worth tells PackagingInsights. “I also anticipate brands across FMCG/CPG rolling out much larger scale trials and deployments, as well as connected clothing gaining mainstream adoption.”

Worth believes that NFC and AR can expect progress in 2019 because the implementation of these technologies is becoming simpler and the packaging materials are becoming easier to work with.

By Joshua Poole

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