Using the phone camera, users establish a video link with the technician, who can see the robot or controller and recommend the appropriate actions to take, talking the user through the steps needed to resolve the issue. They can also offer further diagnosis for on-site assistance.
ABB estimates that around a quarter of enquiries can be resolved virtually, helping to reduce the environmental impact of engineers having to travel to site. By providing live, around-the clock technical support, the service also addresses current restrictions on travel and site access as a result of the Covid-19 pandemic.
As well as a standalone service, ABB is also offering the Virtual Assistance app as part of an expanded offering called Technical Support Plus, which includes a condition-based monitoring report and certified training. It provides companies with a development path for training their own engineers in basic robot programming, operation and maintenance skills.
ABB’s Virtual Assistance support service provide rapid access to expert support to help solve technical issues, thus reducing downtime and increasing productivity.
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