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Field technicians often encounter delays because remote specialists lacked full visibility into on-site conditions, leading to multiple visits. Traditional methods, such as phone-support, proved insufficient. To address these challenges, Kinetic deployed TechMate, a groundbreaking solution combining Generative AI with Augmented Reality, empowering over 2,800 technicians with real-time support, quality assessment, and rapid troubleshooting.
TechMate leverages a finely-tuned YOLO visual recognition model trained on Kinetic's fiber, coaxial, and copper equipment. TechMate processes AR visuals locally on iPhones via the Neural Engine and Core ML, ensuring reliable functionality even offline. The AR interface does more than just superimpose step-by-step instructions: it recognizes and labels components within the camera feed, highlights installation points in real-time, and confirms correct wiring alignments. This on-device AR approach ensures technicians can make corrections on the fly, reducing set-up time. A multi-modal LLM further analyzes live visuals and technician inputs, delivering context-aware troubleshooting that ensures quality installations.
Barry Bishop, SVP of Kinetic Operations, highlights TechMate’s transformative impact: "TechMate eliminates nearly all common quality issues at installation, significantly reducing repeat dispatches and curbing customer churn." By integrating AI-driven insights with real-time augmented reality, TechMate transitions Kinetic from reactive problem-solving to proactive innovation, enabling quicker, more precise installations.
Nomination Title: TechMate: Kinetic Field Technician’s AI Assistant
