Porsche is experimenting with augmented reality technology to help its technicians diagnose and repair complex problems more quickly, with the aim of improving its customers’ experience with the brand’s dealer service departments.
To use Tech Live Look, as Porsche calls the system, a service tech puts on a pair of smartglasses that can connect with Porsche’s support centre in Atlanta and, using a high-res camera and LED lighting, let them teleconference with the folks in Georgia and show them what he or she is looking at.
Through the glasses, the tech support department can upload screen shots, technical bulletins, and instructions to the glasses so the repair person can view them while he or she is working on the car.
In a way, the technology allows Porsche technicians to crowd-source diagnoses and repairs when dealing with a complex technical problem with a car.
That sort of thing happens already, but requires the tech to document what they discover in a malfunctioning car, communicate with Porsche tech support people via email or phone and then wait for a reply. Using this new technology, the manufacturer’s tech folks could come up with a solution instantly.
“Our main goal is to provide a better overall experience for our customers,” said Klaus Zellmer, president and CEO of Porsche Cars North America. “Tech Live Look allows us to be more efficient and helps get vehicles back in the hands of our customers faster, all while still delivering exceptional service quality.”
Porsche says that in a pilot program that tested the see-what-I-see technology in July 2017 at eight Porsche dealers in the U.S. and Canada, Tech Live Look cut vehicle fault resolution times by as much as 40 percent.
The automaker says it will launch Tech Live Look in dealerships across North America in 2018.