Augmented Reality: Transforming Connected Field Service

Augmented reality (AR) enriches our senses by overlaying virtual elements onto the real world. While many people associate AR with gaming, its applications span far beyond entertainment.

By 2020, analysts projected the AR market would reach $100 billion (€83.41 billion). Enterprise AR is expected to outpace the consumer segment, driven by the need to enhance safety, productivity and efficiency, says Manuel Grenacher, CEO of Coresystems.

The rapid expansion of the Internet of Things (IoT) is adding complexity to many industries. Field‑service is projected to grow to a $5 billion (€4.17 billion) market by 2020. Real‑time connectivity creates a mobile‑first culture that demands faster service, putting pressure on technicians who still rely on traditional phone‑call or ticket workflows.

As IoT deployments become more sophisticated, the demand for highly technical field technicians rises. With fewer experts available, customers experience longer travel and wait times.

Field‑service organizations are turning to AR to meet this challenge. A Service Council study found that 68 % of respondents cited the increasing complexity of service products as a key driver toward AR adoption.

Two metrics—first‑time fix rate and onsite visit duration—drive service quality. AR can improve both. For example, a technician can connect to a customer’s smartphone camera through an app, view the issue remotely, and guide the customer through diagnostics, dramatically reducing onsite time. GPS‑enabled status updates keep customers informed and confident.

AR glasses further accelerate training. Junior technicians receive real‑time visual guidance from senior peers, enabling more tasks per day without travel, boosting productivity and cutting costs.

By integrating advanced video and AR, service providers can detect and resolve issues faster, leading to higher customer satisfaction, experience and loyalty.

The author of this blog is Manuel Grenacher, CEO of Coresystems.