Virtusa recently announced new capabilities, including augmented reality (AR) based test and diagnostic capabilities to improve the efficiency of field force workers and help them improve customer service while reducing average handling time.
Traditional Communications Service Providers (CSPs), wireless providers, internet, cable, and satellite operators, along with other managed service providers, typically have a large contractor-based field force that must be trained to diagnose and make repairs using a massive portfolio of products and equipment.
Virtusa’s Smart Field Force Management Platform addresses these issues by helping technicians quickly locate problems with minimal training. Using AI, the platform provides guided resolution paths for frequently encountered issues. The application is able to automatically co-relate and initiate diagnostic tests based on the type of issues reported. Using machine learning, the system is being trained to recognize 20,000 different devices. This allows field engineers to diagnose problems with minimal training. Automated job closure notes allow better capturing of issue resolution in the field, which in turn enables better analytics for the product teams to improve product performance and capability over time.
The new platform is already in use by a large CSP in Europe that provides fixed line, mobile, cable, and broadband internet services to businesses and consumers. The solution enables over 4,000 field technicians to use a single application that quickly identifies the main fault location eliminating the multiple devices engineers use to diagnose these issues.
