Exploring intelligent immersive systems for field service operations

Digital technologies have the potential to enhance inclusive and sustainable growth by spurring innovation and boosting productivity. This project examines how leveraging emerging immersive technologies (IMST) can augment human competencies and produce sustainable outcomes (social, economic, and environmental). These sociotechnical inquiries lend more holistic perspectives about the multi-faceted impact of IMTS, reflecting the Business School's Public Value ideals and aligning well with the AHSS1 college (informing policy and practice) and University (quality of life improvement) strategies. This project's findings will also broadly trickle-down to Business School students via empirically informed lectures on organisational integration of technologies and future business models.
Increasingly complex service operations require companies to improve employees' expertise to remain competitiveness. The recent Covid-19 pandemic further reveals the importance of digital and remote support, repair, and maintenance activities.



Intelligent immersive systems combine immersive technologies (IMSTs) with computational intelligence mechanisms to produce adaptive, context-aware environments for advanced decision-making support (Figure 1). This can enhance working environments, optimising resources by reducing time and location restrictions, leading to faster knowledge transfer and better understanding of different processes. Although businesses see great potential in IMST, technology alone will not yield success, and few organisations realise that IMST requires different ways of thinking and new processes.