The HoloLens 2 with Remote Assist in the Service Field

The focus of the test phase was the use of HoloLens 2 on site at the customer of Hilpert electronics AG. At the same time, a specialist at headquarters instructed the service technician via video and voice transmission. Microsoft refers to this as the Remote Assist use case. With remote instructions, a company can deploy device specialists in the office who can answer questions from a service technician in the field via Microsoft Teams (integrated in HoloLens 2). Here, specialists can be involved in problem solving regardless of location and easily, from anywhere.

This opens up new possibilities for remote diagnostics and specialist instructions in the service business - a practical thing, especially in the current situation, as business trips are difficult to manage. At Hilpert, the «Remote Assist» use case is to be tested in practice. Later, customers of Hilpert itself will also own a HoloLens 2. Hilpert will thus be able to conduct service calls remotely directly with its customers' own service staff. Travel costs and time for solving simple problems can thus be saved.