In today’s rapidly advancing technological landscape, delivering exceptional service has become more crucial than ever for industrial companies like LNS. Customer expectations are continually evolving, and it is imperative to provide excellent support. To provide outstanding support, LNS needs to overcome several challenges:
– Geographical Constraints: With an installed base of over 500’000 units all over the world, the customer is not always just around the corner or even in the same time zone.
– Resource Optimization: Ensuring that the valuable time of the hotliners and service technicians is used efficiently, maximizing the time when they are directly supporting customers.
– Environmental Responsibility: Reducing the CO2 footprint by minimizing travel for on-site troubleshooting and maintenance.
Since several years, LNS has been experimenting with XR using various tools and approaches with test customers to address the above challenges. In 2024, LNS was chosen as a participant in the XR5.0 project – a groundbreaking initiative that aims to revolutionize troubleshooting and maintenance operations in industrial settings. XR5.0 brings together leading experts and organizations to develop cutting-edge XR applications tailored for industrial use. The project’s emphasis on human-centric AI ensures that the solutions are intuitive and user-friendly, making it easier for technicians to adopt and utilize these tools effectively.
By employing AI and XR technologies in the context of XR5.0, LNS can address the above challenges as follows:
1. Better Serve Customers Regardless of Location: AI-driven diagnostics and XR-enabled remote assistance ensure that customers receive timely and accurate support, fostering stronger relationships and enhancing overall satisfaction. AI helps LNS to make the knowledge of the hotliners available to its customers 24/7 through a chatbot. XR adds the visual element to a hotline call and increases the ability to troubleshoot from a distance.
2. Efficient Use of Technicians’ and Hotliners’ Time: AI and XR tools allow technicians to diagnose and resolve issues remotely. AI algorithms quickly analyze data and identify potential problems, while XR applications provide the possibility for technicians to interact with the equipment as if they were on-site. This expedites the troubleshooting process and allows technicians to handle multiple cases simultaneously, optimizing resource utilization. It also drastically reduces idle time during travel.
3. Reduce CO2 Footprint: The ability to troubleshoot and maintain equipment remotely significantly minimizes the need for travel, reducing carbon emissions. This aligns with LNS’s commitment to sustainability and environmental responsibility. By decreasing the frequency of on-site visits, LNS contributes to the global effort to combat climate change7.
The XR5.0 project, with LNS as a key partner, exemplifies the innovative strides being made in the field of AI and XR applications. By embracing these advanced solutions, LNS not only enhances its service capabilities but also reinforces its commitment to sustainability and technological excellence. For more information on the XR5.0 project, visit the project’s official website, xr50.eu. To explore how LNS is integrating these technologies into its operations and service model, visit the LNS Group website at lns-group.com. As we move forward into the Industry 5.0 era, the importance of service for LNS will continue to grow, driven by the relentless pursuit of innovation and customer satisfaction.
