Field Squared Blog | Field Service, Asset Management & Mobile Workforce Management Insights

Augmented Reality in Field Service: Has It Delivered on Its Promise?

Written by Steve John | Jan 15, 2025 11:51:42 PM

A few years ago, I wrote about how augmented reality (AR) was set to revolutionize field service management, asset management, and mobile workforce management. Back then, the possibilities seemed endless—technicians empowered with AR glasses overlaying repair manuals, sensor data, and digital twins of assets in their field of vision. The promise was clear: faster resolutions, fewer errors, and happier customers.

Now, revisiting this topic, I ask: Has AR truly taken over the way we expected it to?
The answer, I think, is somewhere in between. While AR hasn’t yet become as ubiquitous in field service as smartphones, its adoption has steadily grown. And for those who have embraced it, the results have been transformative.

What AR Looks Like Today in Field Service

Let’s consider a technician in the field. A few years ago, I imagined them working onsite with AR glasses, seamlessly accessing repair instructions and real-time sensor data. Today, that vision is a reality in many organizations, though the tools have evolved. AR isn’t always about fancy glasses—it’s often delivered through tablets, smartphones, and even lightweight headsets.

  • Real-Time Data Access: Technicians can now pull up repair guides, schematics, and diagnostics instantly, overlayed in their view or accessible on their device.
  • Remote Expert Assistance: With tools like AR-enabled video calls, technicians get real-time guidance from experts who can annotate their views, reducing delays and improving first-time fix rates.
  • Digital Twins: While still growing, the use of digital twins integrated with AR is helping technicians simulate repairs before touching physical assets, leading to more precise diagnostics and fewer mistakes.

Where has AR been delivered, and where does it still have room to grow?

What’s Working:

  • Efficiency Gains: Many organizations that use AR report significant improvements in how quickly technicians can diagnose and resolve issues.
  • Training and Onboarding: AR has become a powerful tool for onboarding new technicians, offering interactive training that accelerates skill development.
  • First-Time Fix Rates: In some cases, AR has helped reduce repeat visits by empowering technicians with the knowledge they need to resolve issues on their first try.

What’s Lagging:

  • Hardware Limitations: While AR glasses have improved, they’re still not as lightweight or cost-effective as many would like. For now, most field workers rely on tablets or smartphones.
  • Adoption Barriers: Smaller organizations sometimes hesitate to invest in AR due to perceived costs or a lack of technical expertise to implement it effectively.
  • Integration with Other Tools: While AR tools are powerful, seamless integration with existing field service management platforms is still a challenge for some companies.

Reflecting on the Hype: Did AR Live Up to Expectations?

When I first wrote about AR, it felt like it was on the brink of widespread adoption in field service. While AR hasn’t replaced every technician’s toolbox, it has found a firm foothold. And more importantly, it has proven its value in the areas where it has been implemented.

I still believe in the potential of AR to reshape field service management. The technology has advanced, the hardware is getting better, and the software integrations are improving. With the rise of 5G connectivity, IoT-powered sensors, and AI-driven insights, AR is becoming even more relevant.

Looking Ahead: The Future of AR in Field Service

So, what’s next? I see a world where AR becomes a must-have rather than a nice-to-have in field service. As hardware becomes more affordable and user-friendly, the barriers to adoption will fall. I also expect to see AR combine more deeply with other technologies like IoT and AI, creating smarter, more proactive service environments.

Imagine technicians not just reacting to issues but predicting them before they happen, guided by AR overlays of real-time performance data. Imagine mobile workforces dynamically adjusting schedules and routes, with AR providing instant updates and visual instructions.
We’re not quite there yet—but we’re getting closer.

Final Thoughts

Looking back on my earlier predictions, it’s fascinating to see what’s changed and what’s stayed the same. While AR hasn’t completely taken over the way I imagined, it has carved out an essential role in field service, asset management, and mobile workforce operations.
The potential for AR to transform these industries is as strong as ever, and I can’t wait to see how it continues to evolve. What about you? Have you seen AR in action in your organization—or are you still waiting to take the leap? Let’s keep the conversation going.