Augmenting Technical Support

In the midst of the COVID-19 pandemic, remote collaboration became essential for maintaining physical distancing. Fortunately, we were already prepared with a cutting-edge platform for remote telepresence support using Augmented Reality. With this technology, customers of the world's largest molecular diagnostic company were able to complete over 3 BILLION diagnostic tests, enabling us to continue providing vital services despite the challenges of the pandemic.

AR Enhanced Remote Support Enabled Labs to Conduct Billions of COVID-19 Tests

2020 | The Year of the Coronavirus Pandemic

The SARS-CoV-2 virus presented immense challenges for all of us. With lockdowns in effect across the globe - the engineers tasked with the installation and support of the instruments that could diagnose COVID-19, discover new treatments, and allow us to prevail against it - were equipped with a new digital tool. Augmented reality enhanced remote support enabled engineers at Thermo Fisher Scientific and their customers to install hundreds-of-thousands of COVID-19 diagnostic instruments while other medical diagnostic suppliers struggled to remotely support their customers.

Fortunately, Jakrey Myers had already developed a platform for remote telepresence support using Augmented Reality (AR) the year before as Product Manager of the Digital Services & Support Ecosystem. This allowed for collaboration between diagnostic laboratories and engineers, despite extra security measures, travel restrictions, and facility access limitations in place around the world. As a result, he was recognized with several innovation awards for his efforts in ensuring business continuity and upholding access to critical medical services.

Interested in learning how a remote DNA forensics lab was supported in a time of crisis? - Check this out!

Delivering AR Assistance Anywhere, Anytime

The AR technology allowed for a seamless collaboration between diagnostic laboratories and engineers and was a critical component to solving the COVID-19 test availability issues we experienced during 2020. Prior to the use of AR technology, the process of installing and setting up a new molecular diagnostic instrument was a labor-intensive and time-consuming process. Engineers from Thermo Fisher would have to travel to the site, connect and install the device, perform various tests to ensure its performance, and train the laboratory staff on its use. With AR-enhanced remote support, much of this process can now be done remotely, allowing for greater efficiency and flexibility. Engineers can provide guidance and support to the laboratory staff in real-time, using AR technology to virtually present themselves at the site. This has allowed for a smoother and more efficient installation process, and has enabled labs to continue their vital work, even in the face of the COVID-19 pandemic.

While there are many ways to provide help remotely, we built on those existing methods with enhanced remote assistance that combines advanced AR collaboration and real-time video communications. Previously, even if a remote expert could be shown what their on-site counterpart was looking at, their guidance was limited to verbal instructions. Advanced technical support organizations have adopted the use of AR to enhance remote guidance and collaboration, enabling clearer instructions and fewer errors. AR enhanced support enables an on-site user to connect with remote experts to easily share step-by-step instructions, real-time support, and knowledge sharing. Whether used with a mobile device, desktop, or wearable, each collaborator - including the one onsite and their remote counterparts— can draw digital annotations that accurately “stick” to physical objects in the real world, facilitating live collaboration and problem-solving.

Initiating AR support was simply 3 steps: Scan a QR code or use a unique session key to initiate a P2P connection, click a link provided by a text message or email to open a web browser, and finally allow camera and microphone access to initiate the video and audio streams for the support session.

"“With live video through the phone, we could have discussions while I was able to physically see what was going on in the lab. I could advise Angel in real time about what connections he should be making. And when he had any concerns or questions about the instrument, I could use the video link to see what he was talking about.”"

Ian Grinsell - EMEA Next Generational Sequencing Specialist @ Thermo Fisher Scientific

AR Accleration Outcomes


+1100% AR Sessions

$$$ Millions Saved

+10 Net Promoter Score



“Not only specifically in these challenging times, but, in general, the remote tool is a great way to overcome access issues with the hospital network. It also helps us to work closely with the specialists and engineers. The tool was very useful when we performed the installation of the machine because the remote access enabled the engineers to implement all of the settings to prepare the equipment."

“And, in my experience, the most exciting feature was the live video, which I personally used. The ability to connect the technician to the camera on my personal mobile device was very useful for performing instrument settings. In real time, I had a session with Jaime the specialist where he was remote but observing the same things I was observing while I was touching the screen or explaining what I was doing. So, it’s a true real-time solution. I’d say it’s really worth it to work with this remote tool.”

HID Scientist @ Hospital in Barcelona, Spain

Overall, the use of AR-enhanced remote support has proven to be a valuable tool during the COVID-19 pandemic. It has allowed for the successful installation of diagnostic instruments and the continuation of vital testing, even with the challenges posed by the pandemic. The technology has allowed for a seamless collaboration between diagnostic laboratories and engineers, and has enabled labs to continue their work, even with physical distancing and other limitations in place. The use of AR technology for remote support and training allowed for the successful completion of over 3 billion COVID-19 tests, despite the physical distancing limitations and other challenges posed by COVID-19 restrictions. As we continue to face the ongoing impact of the pandemic, the use of AR-enhanced remote support will likely continue to be an important tool in the fight against COVID-19.