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Volkswagen Commercial Vehicles Ventures Into Smart Customer Service With Augmented Reality

WMS Warranty

Volkswagen Commercial Vehicles is trialling augmented reality with a four month pilot of RealWear glasses technology in ten Van Centres ahead of a national roll out.

The bespoke augmented reality platform enables experts to send precise visual instructions remotely to Volkswagen Commercial Vehicles Van Centre and field technicians.

Paul Anderson, Service Operations Manager at Volkswagen Commercial Vehicles, said: “This is an exciting step forward in maximising uptime for our customers through the use of augmented reality and remote diagnostic tools. Our ultimate aim is to ensure we can keep the customers’ vehicles on the road for longer and that means reducing the time it takes to repair a vehicle when it’s in the workshop.”

Using state-of-the-art RealWear glasses, technicians will be able to connect directly with the Technical Support Centre at Volkswagen Commercial Vehicles’ Technical Support Centre at head office in Milton Keynes. This virtual assistance will significantly reduce service time, as technicians will be supported throughout the diagnosis and repair of the vehicle. The technology includes a microphone, head camera, display screen and voice activation functionality that provides a fully augmented video broadcast.

This serves as a virtual technical support agent, guiding technicians through complex by augmenting images, wiring diagrams and adding repair suggestions into their view.