The remote assistance headsets solve this problem using the operating system, See What I See. Featuring an audio-visual link and a microphone, the headsets stream live video and audio to connect the user (the mechanic) to Ford’s Technical Assistance Centre (TAC) in Dearborn, Michigan. SWIS is powered by augmented reality, which enables agents at the TAC to display modified images to the dealer or mechanic through the headset to guide them. All in all, this means mechanics don’t need to wait days for a Ford agent to assist – they can get the help they need instantly. According to a media release from Ford dated 27 June, 2022, approximately 1200 headsets have already been activated. They are in use in seven countries around the world: the U.S., the United Kingdom, Canada, South Africa, Puerto Rico, Taiwan and Australia. At the time the release was published, Ford said it had conducted 350 video calls in the previous 90 days – an impressive kick-start. So, how’s it going? Susan Padro, Service manager at Mullinax Ford in Florida, says things are off to a good start. “SWIS definitely helps get our customers back on the road more quickly,” said Padro. “We’ve had some wiring situations that we were able to fix in a few hours versus a few days using See What I See and that’s really valuable.” augmented reality remote assistance technology Ford imagesAccording to David Green, Ford General Service Equipment Program Specialist, it’s also helping to eliminate human error from the repair process. “We had one case where a technician reported the vehicle would not recognize the low tire pressure sensors. When the tech contacted the Hotline using SWIS, they quickly found out they were using the wrong tool… Once the right tool was used, everything was programmed just the way it should.”