Tomra releases Visual Assist to boost remote assistance

A new service by Tomra Food will allow enhanced remote assistance for the company’s packinghouse customers and field engineers.

Called Tomra Visual Assist, the new augmented reality tool enables remote experts to provide specialist support to customers and Tomra field engineers, according to a news release.

The service enables Tomra to solve a broader range of problems of varying degrees of complexity remotely, according to the release. The intended result is less downtime and better machine performance for customers, the company said, in addition to reducing the need for in-person visits.

That is valuable considering travel restrictions due to the COVID-19 pandemic, according to the release.

“Fast response time is critical for our customers, who deal mostly in perishable goods,” Andreas Reddemann, vice president and head of global service at Tomra Food, said in the release. “When you have such a diverse geographic spread of customers as we have, it is not always possible to have the right field service engineer immediately on site. Tomra Visual Assist addresses this gap between being advised of an issue and being able to be there to support physically.”

Tomra Visual Assist requires no equipment other than a mobile phone with a camera, according to the release.

When the customer requests support through a message, email, or phone call, the Tomra field service engineer sends an invitation to initiate the session, according to the release. When the app opens, the release said the tool links through to a video call with the Tomra expert best suited to help them with the specific challenge they are facing. 

Tomra’s technology also enables the use of advanced tools such as smart glasses, according to the release, which provide an augmented reality remote intervention that leaves the customer technician or field service engineer on-site with their hands free to operate with maximum safety.

Tomra Assist is part of Tomra Food’s offering of digital services that include service support with Tomra Care, training with Tomra Academy, testing and demonstrations through Tomra Explore, education through Tomra Talks and connected services through Tomra Insight, according to the release.