Bobst launches augmented reality customer assistance service

Bobst, suppliers of equipment and services to packaging and label manufacturers, recently announced the launch of ‘Helpline Plus AR’. According to Bobst, this is the first ever remote assistance service in the packaging industry to incorporate a smart headset with augmented reality (AR) glasses.

30 Jan 2019 | By Sujith Ail

Customers requiring technical assistance can wear the smart headset and connect with experts who can simultaneously see what the user sees and offer advice and support in real time. 

Julien Laran of Bobst said, “This is a huge step forward in terms of embracing the latest technology to maximise customer experience. Even before AR, our Helpline service could solve many issues online in less than two hours – we now believe that more issues can be solved and time can be reduced even further.” 

Helpline Plus AR is Wi-Fi connected and it establishes a secure connection with the customer’s machine via the internet. 

Customers get a Bobst expert on-demand, and with the help of the two-way video and audio live stream, a solution to the issue can be provided. 

“With the smart headset, both are looking at the same thing at the same time, limiting any risk of confusion. The service bridges knowledge gaps and ultimately adds up to less downtime and increased productivity, as well as enhanced customer experience,” added Julien Laran.

Helpline Plus AR will be gradually launched worldwide.