Kaalo has designed & developed the Dell AR Assistant
Dell AR Assistant official promo
This technology was launched by Kaalo in May 2020 and currently has more than 200 systems including laptops, desktops & servers.
Dell technologies allows our customers to use augmented reality to assist in replacing parts. The Dell AR Assistant gives customers the flexibility to choose how their system hardware issues get resolved. The AR Assistant is an application customers are able to download directly to their smartphone for an assisted self-service experience. The Assistant walks customers through the parts replacement process using a smartphone. After working with our Technical Support team, customers will receive information on how to download the app to their smartphone available on both iOS and Google playstores. After launching the application, simply choose the system model and the part that needs to be replaced. The app does not require customers to log in and does not store any personal information. The Dell AR Assistant enables customers to view the parts replacement process, step-by-step. This technology allows customers to use any angle as if someone is there assisting them. Once the part is replaced, customers can run Dell Diagnostics to confirm their issue is resolved. This technology represents another innovative resource for customers’ hardware replacement.
Dell AR Assistant is powered by Kaalo
Winner of the 2022 TSIA STAR award
The AR Assistant was awarded the TSIA STAR award for Best Practices in Field Services
Dell Technologies won the TSIA STAR award for the AR Assistant. The modern and adaptive support technology was recognized for Best Practices in Field Services.
Dell AR Assistant is powered by Kaalo
Dell's overview
The Dell AR Assistant app delivers a real-time, immersive augmented reality experience
Field service delivery has become more challenging due to the global pandemic and evolving customer needs. To address these challenges, the Dell Augmented Reality (AR) Assistant application was fast tracked for development and release. The Dell AR Assistant app delivers a real-time, immersive augmented reality experience to the user’s mobile device, visually showing how to perform repairs or complex self-service procedures. Designed for field engineers, IT professionals and end-users, the app enables easy and intelligent self-service repair experiences regardless of a user’s technical experience. Most companies provide static user manuals or video guides on how to repair their products. The Dell AR Assistant app is the next evolution: it provides the same repair guidance through computer generated information on the user’s physical system that is viewed via a mobile phone. Every part, screw, cable, and latch are highlighted with pinpoint accuracy within a few millimeters, making it easy for users to identify key repair touchpoints. The Dell AR Assistant currently supports 200+ product models in seven languages. Users download the free application (available on both Android or iOS) to their mobile device and follow the simple on-screen instructions.
Dell AR Assistant is powered by Kaalo
Dell's IT Delivery Challenges
``Field Service delivery has become more challenging due to the global pandemic and evolving customer needs.``
• Site restrictions and access limitations limit the ability for Dell Technologies’ field service engineers to provide service and increase the demand for self-service options • Increased engineer turnover drives renewed emphasis on remote tools and training resources • Large, geographically distributed user bases increase the need for flexibility in how IT professionals and channel partner help desks perform repairs • Users want more control over their devices – including repairs
Dell AR Assistant is powered by Kaalo
How Dell Addressed these challenges
The app has been downloaded over 20k times by users in 175+ countries
• The Dell AR Assistant animates the removal and installation steps necessary to complete repairs. With an easy to follow, customer friendly format, even non-technical users can tackle tasks that seem complex or challenging • The Dell AR Assistant can be accessed from any location with a mobile connection ‒ The app has been downloaded over 20K times by users in 175+ countries • The app empowers our customers with more flexibility in their service options. ‒ The Dell AR Assistant app supports our customers’ choice for self-repair, whether for scheduling, convenience, or physical security considerations ‒ IT Professionals, channel partners and help desks can utilize Dell AR Assistant to guide their users in completing simple replacement procedures. This can help minimize down time and prevent the need to ship equipment between locations or countries when repairs are needed.
Dell AR Assistant is powered by Kaalo
More value add for Dell
The app has been integrated into the Dell Field Services Mobile and Tech Direct portals
The Dell AR Assistant app is integrated with the Dell Field Services Mobile app, making it readily available to 10K+ onsite engineers around the globe. • New hire engineers can use the Dell AR Assistant app as a resource during service calls to reduce errors and improved on-the-job training .
An enhanced training experience is now available on the app in a digital clone format. The clone technology enables users to view a virtual 3D model of a system through their mobile phone. Engineers and IT professionals can view step-by-step guides and repair instructions through their mobile screen without a physical system in front of them. This experience is highly useful for situations such as new hires, or less familiar complex repair procedures
Dell AR Assistant is powered by Kaalo
Dell customer impact
Customers are empowered with more flexibility in their service options
• Improved repair serviceability. Regardless of whether they are IT professionals, channel partners or help desk support, customers are better able to support their respective install base using the app • Customers are empowered with more flexibility in their service options. In addition to the standard support options, customers can choose self-service with the Dell AR Assistant app, which can reduce downtime • Easy to understand instructions in the app increases customer confidence in performing repairs • Visual learners are supported by the app format that blends AR, video, and written instructions • Users are enabled to learn new skills. A couple of examples include: ‒ The Dell Student TechCrew leverages the Dell AR Assistant and other resources to help high school students develop IT skills and teach them to perform repairs on Dell Technology products used by students at their school ‒ IT Professionals can utilize Dell AR Assistant to train new hire technical resources to support their user base
Dell AR Assistant is powered by Kaalo