Minerva Potenziale und Produktvision

This paper describes an infrastructure for the virtualization of the craft sector. Requirements and objectives were determined together with users from the plumbing, heating, air conditioning, electrical and painting sectors. The aim of the virtualization concept described here is to make skilled crafts services more flexible in terms of space and time. Technologies such as augmented reality (AR) and chatbots can contribute to this by improving the processing of customer inquiries and consultations and by making on-site arrangements more flexible through remote support. Experienced specialists can, for example, support employees on site, regardless of location. An initial field study shows both acceptance-promoting and inhibiting factors in this regard. Remote support through AR helps to clarify questions on construction sites efficiently and promotes the exchange of information between the implementation and the planning office. In addition to flexibility and time savings, the system offers opportunities for employees with special health requirements to pass on knowledge and experience. One inhibiting factor is the often bulky hardware in combination with the special characteristics of the work locations. Development work therefore focus on more mobile systems in the future. Chatbots also improve time flexibility. Practical use shows a good response quality to customer inquiries and potential in the acquisition of new customers as well as simplified appointment scheduling. In the future, both technologies are to be interlinked in order to achieve holistic flexibilization from order inquiry to completion.