NEC Network’s support team faced the challenge on how to improve the efficiency of robot maintenance and servicing operations.
“Robots, unlike standard hardware and software like servers and communications devices, are parts of a new architecture with many constituent parts, and this can lead to unexpected problems. In these cases, we would inquire about the situation on the phone, but it is often difficult for the customer to identify the problem, and an engineer would have to be dispatched to the site from our company,” explains Ryo Likubo, from NEC Networks.
“Our aim is to only visit the site after thorough preparation based on the suspected cause, but if the problem is still not resolved, it may be necessary for us to visit several times. This was not only exhausting for the engineer, but also very draining in terms of travel time and travel expenses.”