The hottest IBM has begun to use AR to help custom

2022-08-10
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IBM has begun to use AR to help customer service

augmented reality (AR) is already a developing technology field. Augmented reality is a branch of computer vision, which integrates information covered on visual images to add context and key knowledge. IBM has begun to use AR to help customer service. With social changes, it will adapt to the new world created by the pandemic. This experience will help enterprises accelerate the use of AR

IBM is an emerging technology company. IBM is one of the legendary companies in our field in 180 countries/regions. As part of the IBM service team, IBM technical support services make more than 6million service calls every year. These will be used to avoid problems in your test results and to manage equipment that has been in existence for many years. Many products are also made by new maintenance technicians. Experts are usually required to answer questions in order to properly repair the equipment

exceeding the knowledge of field technicians will reduce the quality of service. No images are provided. Although mobile devices do have cameras, existing systems are slow to help back-end experts view images, and do not really provide cleaning methods

an expensive result of existing solutions is that it is usually much easier to replace a piece of equipment than to repair a piece of equipment. Easy as it is, this is an expensive solution

augmented reality is a way to solve problems. IBM is committed to building IBM augmented remote assist to visualize devices and data. Field technicians can take 2D images. Then, the system presents it in 3D on the cloud. In this way, product experts can view the device, rotate the device, and otherwise process the image to get more information. The image can be immediately annotated with instructions and specification details, and then redisplayed on the site representative's equipment

we have developed a system as simple as possible, said Mike Perera, general manager of IBM Services IBM technical support services. By using augmented reality with large output torque, we can provide faster service. In 70% of customer calls using AR, because ar improves the communication between on-site support and our product experts, we can provide instant solutions. In the other 20%, we can solve the problem soon. Ar helps us provide customers with faster and more cost-effective support

although artificial intelligence (AI) is invisible to users in the AR system, more AI can be added to the portfolio to provide a stronger customer support experience

ibm is exploring the integration of its ar front end with application performance monitor (APM). The predictive AI added to the APM system can plan the expected failure and inform the mineral wool products of water absorption test method gb/t16401 ⑴ 996 on-site support and customers in advance when preventive measures can eliminate downtime. APM can be connected to the AR system to provide annotated information and instructions to take action

in addition, when using vision and 2 is focused on showing the latest achievements in the key utilization areas of new materials, other AI tools automatically identify equipment, and then use contract and inventory information to annotate information about specific products, the initial annotation can help all parties on the system. This will help front-line and logistics service personnel analyze problems faster

another unresolved area that I would like to see (at least enough to mention to me) is the area of contact logistics support. Just as the business is global, so is the knowledge that supports it. Today, on-site technicians contact people she knows, who may not have the necessary knowledge. Usefully, AI will analyze the information entered by technicians in the application to identify equipment and possible problems, and then will contact the appropriate logistics personnel, regardless of who the field personnel already know is the contact person. This can provide fast expertise for more calls, which can solve customer problems faster and improve customer experience and retention

with regard to the current covid-19 situation, the system is not limited to IBM field service personnel. Because many customers have highly secure facilities, even before the pandemic, IBM was still trying to ensure that customers can download applications and that their own personnel can use it to work with IBM personnel who cannot access the facilities. In today's and future environments, this function is crucial when we can expect more places to restrict access

like many large companies, IBM develops products to solve their own problems. However, it is available for customers and is in production. This is an early version of the software and currently runs only on Apple devices. As IDC's latest report shows, Android has a market share of more than 80%. The clear assumption is that IBM has standardized Apple internally, so this is the initial focus. However, this is not a product that will be widely adopted before they expand to fully support the Android Market

obviously, AR needs to be enhanced to enhance service calls. Before the covid-19 crisis, it was already developing, but the current situation will obviously accelerate the integration of AR and AI into the service environment

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