Interview

Augmented support in action: how digital tools increase service efficiency

W e speak with Frank Steinleher, service expert at Bizerba, about how augmented reality is changing the way technical support is delivered. With the Augmented Services app, Bizerba connects experts and customer technicians via live video, interactive tools and 3D digital twins. Frank explains how this approach not only speeds up troubleshooting and spare part identification but also helps reduce downtime and increase productivity across a wide range of service cases.

Text & image: Bizerba

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Augmented support in action: how digital tools increase service efficiency

Frank, how does remote support contribute to more efficient service today?

Frank Steinleher |

Remote support is a real time-saver. With our Augmented Services app, Bizerba experts can connect directly with customer technicians via an audiovisual link. That means many issues can be resolved on-site, without the need to send a technician—saving both time and cost.

What exactly does the app offer beyond a simple video call?

The app combines live audio and video with practical tools. We can use augmented reality elements like arrows and squares to mark parts, work on pictures together and even use a shared whiteboard. The snapshot function allows us to pause and discuss specific issues in detail.

You also mentioned something called a digital twin—how does that work?

The digital twin is a 3D model of the equipment. Instead of relying only on a live video feed, we can now explain how individual modules work directly within the model. It’s also useful for maintenance instructions or identifying spare parts. That makes troubleshooting much faster and more accurate.

What’s the overall benefit for customers using augmented support?

The biggest advantage is reduced downtime. Because the app gives customers direct access to expert knowledge, service cases can often be resolved much more quickly. It increases efficiency, avoids unnecessary technician visits and gives customers the guidance they need exactly when they need it.