Massachusetts, US-based information technology company Virtusa has rolled out augmented reality (AR) based test and diagnostic capabilities to improve the efficiency of the field force workers.
Communications Service Providers (CSPs), wireless providers, and satellite operators, traditionally have large contractor-based field force. Training this large workforce to diagnose and make repairs using a massive portfolio of products and equipment is often a huge challenge.
This is where Virtusa’s smart field force management platform comes into the picture. The platform addresses issues by helping technicians locate problems with minimal training. Using artificial intelligence, the solution provides guided resolution paths for frequently encountered issues.
“Innovations around 5G will bring both immense opportunity and challenge. The smart field force management platform will help improve customer service and reduce costs, enabling CSPs to better compete in this increasingly crowded market.” said Frank Palermo, EVP, technology, media, and telecommunications, Virtusa, according to a statement.
The application automatically co-relates and initiates diagnostic tests based on the type of issues reported. Using machine learning, the system recognizes 20,000 different devices. This allows field engineers to diagnose problems with minimal training.
“Smart field force management also provides real-time and historical performance data to further enhance the diagnostic capabilities across network and customer equipment. Technicians are now able to quickly identify faults across the network and devices avoiding guesswork and expensive equipment replacement.” Ravi Kumar Palepu, SVP, TMT solutions, Virtusa said.
According to Virtusa, a CSP in Europe already uses its solutions. The company did not identify or provide any other details of the customer.
Founded in 1996, Virtusa has a significant presence in North America, Europe and Asia. In India, the company recently organised The national level Hackathon on Artificial Intelligence and Machine Learning, 'NeuralHack'. Some 100 engineering graduates reportedly participated in the event.
Enterprises across the world are working on AR solutions to improve productivity and reduce accidents. The augmented reality (AR) and mixed reality (MR) market is expected to reach close to $19 billion by 2024, Dublin-based research firm, Research and Markets, recently said in its report.
Italy-based OverIT, considered a pioneer in enterprise AR solutions, found that its solutions have helped its customers increase productivity by 43% and reduce error rates by 30%, Field Service news had earlier reported.