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Packaging solutions supplier Bobst is launching Helpline Plus AR, which it says is the first ever remote assistance service in the packaging industry to incorporate a smart headset with augmented reality (AR) glasses.

Printers requiring technical assistance can wear the smart headset and connect with experts who can simultaneously see what the user sees and offer advice and support in real time.

“This is a huge step forward in terms of embracing the latest technology to maximise customer experience,” said Julien Laran, head of business unit services at Bobst. “We believe this will bring significant benefits for our customers, particularly time and cost savings due to the rapid problem-solving this innovation enables. Even before AR, our Helpline service could solve many issues online in less than two hours – we now believe that more issues can be solved and time can be reduced even further.”

Helpline Plus AR is Wi-Fi connected and it establishes a secure connection with the customer’s machine via the internet. Companies get a Bobst expert on-demand, and with the help of the two-way video and audio live stream, an immediate solution to the issue can be provided.

“Helpline Plus AR makes for a seamless experience between our customer and our experts, because the Bobst machine is directly connected to the service,” said Julien Laran. “And with the smart headset, both are looking at the same thing at the same time, limiting any risk of confusion. The service bridges knowledge gaps and ultimately adds up to less downtime and increased productivity, as well as an enhanced customer experience.”

Bobst claims to be the first company in the packaging industry to introduce state-of-the-art remote assistance in augmented reality. Helpline Plus AR is being gradually launched world-wide. Bobst is sold and serviced by Print & Pack in Australia and New Zealand.

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