The AR Remote Hand Service employs AR glasses to stream real-time intelligence, troubleshooting logs, graphics and encrypted data from back-end systems to on-site engineers and maintenance staff, boosting field productivity by up to 50%. By wearing the glasses, field engineers do not have to stop their work to communicate with back-end support teams via a laptop or phone, nor to refer to a paper manual. The AR Remote Hand provides field engineers with a heads-up display for remote visualisation in real time as they install, maintain or troubleshoot equipment, thus speeding up the whole process.
Global-Local Service Enabler
CITIC Telecom CPC and ASTRI share the same vision in driving innovation and enhancing customer experience. Through the partnership, both companies not only take the latest AR technology to the next level, but also bring those benefits to a wide range of industries.
The new DataHOUSE AR Remote Hand Service meets the growing customer demand for support in managing the increasing complexity and diversity of equipment used today in data centres via the state-of-the-art solution. AR Remote Hand enables field engineers across multiple locations to overcome the challenges of multiple languages and skillsets in multi-technology environments; as well as to manage installation and maintenance issues more efficiently and cost effectively, resulting in improved customer satisfaction.
With the DataHOUSE AR Remote Hand Service, remote support teams share the same view as on-site engineers which reduces the need for and expense of travel time. This ability to work effectively from remote locations is also helping
"We are delighted to see the results of our strategic partnership with ASTRI in the launch of AR Remote Hand Service," said Mr.
"Our strategic collaboration with CITIC Telecom CPC has demonstrated the success in leveraging next generation technology in real-life applications that benefit our people and society, in this case smart industrial applications and field service management solutions for
In their collaboration, ASTRI focused on developing the software platform and customisation, while CITIC Telecom CPC provided related information and opinions based on its experience with business cases in various scenarios and applications. This ensured the solution could effectively address enterprise customers' needs across a range of industries. The result is a solution that offers a wide array of benefits in service provisioning and remote location visualization and communication capabilities:
Intelligent Service Provisioning without Boundaries
Field engineers managing complex equipment and procedures for on-site service previously required significant time and effort which reduced efficiency. Thanks to the innovative wearable AR technology, the AR Remote Hand service now substantially reduces the time and cost for field service provisioning while boosting capabilities. Customers can solve problems faster while minimising downtime and expense.
1.) Intuitive AR-Guided Installation, Troubleshooting and Maintenance: With AR Remote Hand, field engineers recognise any device with a designated QR code and access real-time intelligence, graphics, and encrypted data from back-end systems streamed on-site. Field staff can access virtual step-by-step guides or even 3D manuals via AR glasses, without the need to interrupt work to check information on a laptop or in a manual.
2.) Historical Records Analysis: Using a pre-set routine (e.g. gestures), on-site engineers can review a device's historical record (e.g. customers' network traffic or cloud CPU history), to speed up data analysis and troubleshooting, while cutting downtime and cost.
3.) Seamless Communication and Collaboration with Back-end Support: Field engineers previously communicated with back-end support via email or phone, making it difficult to describe a troubleshooting situation. Removing distance and language barriers, back-end engineers now view real-time images streamed via AR glasses through an AR operations console, improving operational speed and quality. Its powerful video conferencing feature also offers engineers instant support and fosters off-site collaboration between global operations and maintenance teams. In addition, back-end engineers can give field engineers clear instructions via 3D AR labelling.
AR-Enabler Acts as Customers' Remote Hands
While enterprises promote cross-regional operations and continuously develop businesses, the kinds of IT equipment used are diversified with fast upgrades, making daily IT operation and maintenance management difficult. In the past, maintenance of IT equipment was done by on-site professionals who would need to investigate and analyse the issues on-site in order to identify the solutions. However, the experience and capability of IT staff can vary. When an enterprise's IT and maintenance staff face situations they cannot fix or when its professional engineers are not able to go for on-site support, urgent maintenance can be delayed, compromising the enterprise's efficiency and putting it at risk.
In exceptional circumstances, such as the current pandemic, it's difficult for enterprises' IT staff to travel to data centres and manage their equipment. Equipped with the latest AR glasses development,
"At CITIC Telecom CPC, we are constantly innovating to improve the customer experience," said Mr.
Game-Changing Innovation in Algorithm Design
Innovation Never Stops. The innovative AR Remote Hand solution is the result of the hard work of
The judges expressed their impression of the team's innovative thinking and algorithm calculation results, not only to achieve the fastest delivery time but also the shortest extra waiting time for customers. In the future, we expect the algorithm developed by the team will continue to add value for businesses of different industries and for the social community in a range of scenarios, such as optimising traffic flow or improving plane flight paths.
About CITIC Telecom CPC
We are
As a leading Global Local ICT Solutions Partner with worldwide footprint across East to West and native presence, we truly live our motto, "Innovation Never Stops." Being a preferred Digital Society Enabler, we lead our key markets at the forefront of pioneering ICT development, embracing AI, AR, Big Data, IoT, and other cutting-edge emerging technologies to transform technical potential into real-world value for our customers, helping them achieve higher productivity, agility, cost-efficiency, and ultimately, Digital Globalization.
As one of the first managed service providers in
For more information please visit www.citictel-cpc.com
About ASTRI
ASTRI's research and development strategic focus covers five areas of applications: Smart City; Financial Technologies; Intelligent Manufacturing; Health Technologies; and Application Specific Integrated Circuits through its mandate as the
Our core competence in various areas is grouped under five technology divisions, namely Artificial Intelligence and Big Data Analytics; Communications Technologies; Cybersecurity, Cryptography and Trusted Technologies; Integrated Circuits and Systems, and IoT and Sensors.
ASTRI seeks to develop technologies that address the needs of industries, institutions and communities in
For further information, please visit www.astri.org.
Media Contacts:
(852) 2170 7536
Email: rowena.leung@citictel-cpc.com
(852) 9103 0633
Email: jeanettekwok@astri.org
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