Advances in Connected Worker Technology
BUSINESS USE CASES
In this section , we provide an overview of three connected worker business applications : remote training , virtual site inspections , and inventory observations .
Remote Training
Remote training , or assistance , enables trainers and experts to virtually guide and collaborate with customers or field technicians . The concept historically involved the use of a remote connection to temporarily take control of an IT asset , such as a laptop , to resolve softwarerelated issues . As mobile technology evolved , video and audio-conferencing using smartphones have provided a way to expand beyond software troubleshooting and into issues involving hardware or physical assets . For example , a customer can use a mobile device to interact over voice and video with an insurance inspector who is responsible for verifying the accuracy of a claim .
However , despite the usefulness of consumer-centric video conferencing using smartphones , many use cases require more sophisticated technology to meet business requirements . For instance , field technicians seeking remote assistance often need both hands for safety and movement flexibility , which means the device must not need to be hand-held . With that in mind , image stability and a clear field of vision are important criteria , among others , to consider when evaluating technology vendors .
For example , so-called “ smart glasses ” offer a true user point-of-view , but they remain nascent in technology maturity for some applications . Indeed , many industrial environments require more rugged tools than just glasses to be able to handle environmental hazards , so other HMDs may be better fit-for-purpose . So , while having the ability to “ see what the technician sees ” is a key requirement in most cases , it is highly recommended that businesses spend meaningful efforts to clearly define the specific use case and its unique technical requirements , and evaluate the vendor ecosystem with those lenses in mind .
For instance , several vendors are offering solutions that allow remote experts to not only be semi-immersed in the technician ’ s real-time working environment , but also provide the ability to exchange annotated images or documents , access and visualize data from external information systems , etc . Accordingly , organizations should ask themselves whether such features are “ musthaves ” or “ nice-to-haves ,” and apply a pragmatic evaluation framework to ensure innovation doesn ’ t hinder business value realization .
- 58 - November 2020