Abstract
This paper addresses the question whether an AR enabled remote service based on standard hardware offers benefits for remote support or not. To answer this question a lab experiment has been conducted with 66 participants to examine the current potential of AR for field service tasks. The authors compare the productivity of a pure video-based remote support system with the productivity of an AR enabled remote support system. The AR system offers real-time video sharing and additionally virtual objects that can be used by the remote experts as “cues” to guide the field engineer. Thirdly a system consisting of a head mounted display with cues has been tested. The results of the lab experiment show that the guided engineers could clearly benefit from AR based remote support. Nevertheless, the influence of both the engineer’s prior skillset as well as the remote experts’ ability to instruct is bigger than of the deployed tool.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Notes
- 1.
Two additional experiments had been excluded, as they could not be completed to the set standards.
References
Azuma, R., et al.: Recent advances in augmented reality. IEEE Comput. Graphics Appl. 21(6), 34–47 (2001)
Ceruti, A., Marzocca, P., Liverani, A., Bil, C.: Maintenance in aeronautics in an industry 4.0 context: the role of augmented reality and additive manufacturing. J. Comput. Des. Eng. 6(2019), 516–526 (2019)
Egger, J., Masood, T.: Augmented reality in support of intelligent manufacturing – a systematic literature review. Comput. Ind. Eng. 140, 1–32 (2020)
Feiner, S., Macintyre, B., Seligmann, D.: Knowledge-based augmented reality. Commun. ACM 36(7), 53–62 (1993)
Fernández-Caramés, T., Fraga-Lamas, P., Suárez-Albela, M., Vilar-Montesinos, M.: A fog computing and cloudlet based augmented reality system for the industry 4.0 shipyard. Sensors 18(6), 1–18 (2018)
Gartner. https://www.gartner.com/smarterwithgartner/5-trends-emerge-in-gartner-hype-cycle-for-emerging-technologies-2018/. Accessed 22 Feb 2021
Lorenz, M., Knopp, S., Klimant, P.: Industrial augmented reality: requirements for an augmented reality maintenance worker support system. In: 2018 IEEE International Symposium on Mixed and Augmented Reality Adjunct, Munich, Germany, pp. 151–153. IEEE (2018)
Masoni, R., Ferrise, F., Bordegoni, M., et al.: Supporting remote maintenance in industry 4.0 through augmented reality. Procedia Manuf. 11(2017), 1296–1302 (2017)
Masood, T., Egger, J.: Adopting augmented reality in the age of industrial digitalisation. Comput. Ind. 115, 1–14 (2020)
Mourtzis, D., Zogopoulos, V., Xanthi, F.: Augmented reality application to support the assembly of highly customized products and to adapt to production re-scheduling. Int. J. Adv. Manuf. Technol. 105(9), 3899–3910 (2019). https://doi.org/10.1007/s00170-019-03941-6
Obermair, F., Althaler, J., Seiler, U., et al.: Maintenance with augmented reality remote support in comparison to paper-based instructions: experiment and analysis. In 2020 IEEE 7th International Conference on Industrial Engineering and Applications (ICIEA), Bangkok, Thailand, pp. 942–947. IEEE (2020)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2021 Springer Nature Switzerland AG
About this paper
Cite this paper
Kohn, S., Schaub, M. (2021). The Potential of Augmented Reality for Remote Support. In: Chen, J.Y.C., Fragomeni, G. (eds) Virtual, Augmented and Mixed Reality. HCII 2021. Lecture Notes in Computer Science(), vol 12770. Springer, Cham. https://doi.org/10.1007/978-3-030-77599-5_33
Download citation
DOI: https://doi.org/10.1007/978-3-030-77599-5_33
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-030-77598-8
Online ISBN: 978-3-030-77599-5
eBook Packages: Computer ScienceComputer Science (R0)