HP's new customer support program uses Microsoft's HoloLens 2 to troubleshoot industrial...

Humza

Posts: 943   +167
Staff member
Why it matters: Earlier this week, HP announced the launch of xRServices, its mixed reality-based support service to tackle printer problems for industrial customers. The virtual service aims to reduce downtime by connecting onsite technicians with HP engineers via HoloLens headsets. HP says it's a simpler, faster way of fixing issues over existing support methods like face-to-face meetings and lengthy service calls.

We've already seen Mercedes-Benz adopt HoloLens tech for automotive repairs, and it looks like the headset’s next major application is in the printing industry. The benefits and execution appear similar in practice, with a technician wearing Microsoft's futuristic (and bulky) headset to fix a complicated piece of machinery via virtual guidance, 3D overlays and gestures.

HP wants to use the hardware for troubleshooting industrial printers as part of its recently launched xRServices program.

Instead of having an engineer travel onsite to assist a technician, HP says the mixed reality experience enables faster repair times as onsite technicians are virtually guided and coached by the company's engineers that feel physically present.

The program is meant for HP's industrial-grade printers only, so don't expect a high-tech service for your home printer the next time it runs out of ink or gets a paper jam.

HP says it's prepared a step-by-step, live simulation process to help with faster onboarding of new employees. It's currently running xRServices in beta with select US and Japan-based customers.

It'll be interesting to see mixed reality's effectiveness in troubleshooting issues for the printing press. Using HoloLens headsets for customer support seems like yet another step in building towards the metaverse ecosystem, something which Microsoft is already focused on with its other business-focused services.

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Uncle Al

Posts: 8,470   +7,297
Yeah, they tell us all the GREAT features, the time savings, yada yada yada ..... but, did anyone see a price? if it's HP you can bet it will be expensive, hard to use, and in the long run not worth the money. That is a reputation that HP has cultivated since the 1980's ......
 

Squid Surprise

Posts: 4,534   +3,902
Yeah, they tell us all the GREAT features, the time savings, yada yada yada ..... but, did anyone see a price? if it's HP you can bet it will be expensive, hard to use, and in the long run not worth the money. That is a reputation that HP has cultivated since the 1980's ......
Yes... but HP is paying for it... not you (although I'm sure they'll pass the cost on to their customers one way or another)....

This is basically the IT equivalent of remote desktop when trying to troubleshoot software issues... instead of remotely controlling someone's desktop, you're controlling their hands :)
 

Vulcanproject

Posts: 1,481   +2,660
It's fine until they tell the customer that they require the special manufacturer's tool to repair the machine costing $2000 and sends them a $10 hammer with the HP logo glued on the shaft
 

Squid Surprise

Posts: 4,534   +3,902
It's fine until they tell the customer that they require the special manufacturer's tool to repair the machine costing $2000 and sends them a $10 hammer with the HP logo glued on the shaft
This isn't for customers... this is for HP employees... the "onsite technician" is an HP serviceperson who, apparently, is completely unqualified to repair the printers they are paid to repair, without the help of one of HP's specialists :)