In today’s fast-paced industrial landscape, exceptional service isn’t optional—it’s a competitive advantage. Within the EU-funded XR5.0 project, LNS is exploring how Extended Reality (XR) and Artificial Intelligence (AI) can transform industrial service into a faster, smarter, and more sustainable experience for customers worldwide.
Beside excellent products, customers expect immediate, accurate support, regardless of location or time zone. For LNS, meeting these expectations means tackling three critical challenges:
- Global Reach: Serving an installed base of over 500,000 units worldwide.
- Resource Efficiency: Maximizing the productivity of hotliners and technicians.
- Sustainability: Reducing CO₂ emissions by minimizing travel.
Participation in the XR5.0 project helps LNS address these challenges by providing access to cutting-edge technologies and fostering valuable exchanges with experts and peers.
One of the most significant breakthroughs in the past year has been the evolution of Helen S., our AI-powered chatbot. Initially designed for FAQs, Helen has transformed into a multimodal, intelligent assistant that delivers real value:
- 24/7 Availability: Customers can access expert knowledge anytime, reducing downtime and boosting satisfaction.
- Smart Diagnostics: Powered by large language models and Retrieval-Augmented Generation (RAG), Helen provides accurate, context-aware answers drawn from technical documentation and Salesforce data.
- Seamless Escalation: When self-service isn’t enough, Helen creates tickets and schedules sessions with technicians—bridging digital and human support.
The results speak for themselves: over 500 hundred monthly interactions, high accuracy rates, and growing customer trust. Helen is no longer just a chatbot—it’s a cornerstone of LNS’s digital service strategy.
Another development focus is the LNS App: complementing XR and Helen S., the LNS App is designed to make product usage easier and more connected. It allows customers to:
- Control LNS products as an addition or replacement of the HMI.
- Monitor peripheral activity and receive real-time notifications.
- Access operating manuals and troubleshooting documents.
- Get support through Helen S. or a technician.
- Find and purchase spare parts and consumables via the integrated parts finder.
The app works across mobile devices, tablets, and even OEM operating systems. Connectivity options range from On-Premise (basic, secure, no data leaving the factory) to Connected (full integration via 5G gateway). This flexibility ensures customers can choose the level of digitalization that fits their needs.
By combining XR5.0 technologies, Helen S., and the LNS App, we are redefining what industrial service means. Together, they create a human-centric, connected, and sustainable service ecosystem—delivering faster resolutions, reducing environmental impact, and empowering customers with intuitive digital tools that embody the spirit of Industry 5.0.