do the work
A specialist without a second truck.
Bring an expert onto the job remotely rather than scheduling a second visit.
what it does
What Remote Assistance does
A small number of people can usually resolve the difficult faults, and they spend a lot of their week driving to them.
Pulling that person onto the job remotely turns a second visit into a conversation, and keeps the specialist available to more jobs in a day.
The session stays attached to the work order, so what was advised is part of the record.
- Connect a specialist to the technician on site
- Avoid scheduling a second visit for expertise alone
- Keeps senior people available across more jobs
- The exchange stays attached to the job
how it works
Four steps, and none of them are magic.
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raise
The technician asks for help from where they are
From the work order, without leaving site or starting a separate call that nobody can later find.
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join
An expert sees what they see
Live video from the technician's device, so the person helping is looking at the actual installation rather than a description of it.
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annotate
Guidance is drawn onto the equipment
Augmented reality markers pinned to the real hardware (this valve, this terminal), which is the difference between being shown and being told. The technician keeps their hands on the job.
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keep
The session stays with the job
Recording, stills and notes attach to the work order, so the fix is available to whoever gets this asset next.
data and integration
What it reads, what it writes, what it sits beside.
Nothing here is a separate database. Remote Assistance works off the same work order, customer and asset records as everything else, which is the whole reason the modules are worth running together.
reads
The work order, the asset and its history, technician and expert availability.
writes
Session recordings, annotated stills and resolution notes onto the work order and the asset.
alongside
Knowledge AI, which often answers the question before a person is needed.
questions we actually get
Before you ask us on the call.
It degrades to still images with annotation and voice, which is usually enough. Plant rooms and basements are the normal case, not the exception.
Standard phones and tablets. Head-mounted displays work where you have them, but nothing here requires you to buy hardware.
By default yes, because the value is largely in the second technician not repeating the first one's call. Recording can be turned off where site rules require it.
Voice control and head-mounted use are, and that is the intent. On a phone the technician still has to hold it for part of the session: worth knowing before you plan around it.
elsewhere in the platform