Bellsystem24 and Microsoft develop HoloLens 2 call centre solution

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Four companies in Japan, including Bellsystem24 and Microsoft, are developing a next-generation workstyle solution for call centres using the HoloLens 2.

Quick read

➨ Bellsystem24, De’Longhi Japan Corp, Microsoft and DataMesh have partnered on the project

➨ The new solution using HoloLens 2 enables an operator to respond to questions by displaying an exact reproduction of the product concerned in the form of a 3D hologram

➨ The solution will be rolled out in 2021

The story

Call centre outsourcing services provider Bellsystem24 and its client, appliance manufacturer De’Longhi Japan Corp, have partnered with Microsoft and DataMesh to develop what they say is the first ever utilisation of mixed reality (MR) in call centre operations in Japan.

Named Call Center Virtualization, the solution provides De’Longhi with product customer support services from locations other than call centres by combining Microsoft’s HoloLens 2 with an MR application that utilises DataMesh’s 3D hologram technology.

The current practice in manufacturer product support departments handling products such as electrical appliances and cosmetics has been to keep a large store of these on-site so that operators fielding calls can better explain functions as required.

The new solution using HoloLens 2 enables an operator fielding calls from consumers to respond by displaying an exact reproduction of the product concerned in the form of a 3D hologram and explaining its details as if it were right in front of the eyes of the caller.

The integration of cloud platform Microsoft Azure for data storage means information can be shared and used by multiple operators from any location.

For this project, the four companies will work together on research and development, with their solution to be tested in stages using operators fielding inquiries for De’Longhi products.

The partners plan to test the solution with an increasing number of products, operators and locations. While conducting various tests during this process, the partners will estimate the effectiveness and required scale for expanding application of the solution to other products and services.

They will then aim to build a general-purpose business model by the end of 2021 for deployment by clients other than Bellsystem24.

The HoloLens 2 is also being used as a platform for better working in construction.

Construction technology provider Trimble Buildings recently released the Trimble XR10 with HoloLens 2 system, a worksite-ready MR solution that enables workers to visualise 3D data on project sites for easier and more efficient planning, collaboration and reporting.

Image credit: Bellsystem24