IEEE Systems, Man, and Cybernetics Magazine - January 2018 - 30

promise for maintenance tasks that are uncommon, nonrepetitive, lengthy, or atypical, demonstrating great potential
as an effective tool for field service operations. This is
because AR has more explicit business-oriented use cases
than other technologies. The potential is generated by intelligent wearables ranging from simple reality-assistance
glasses to fully immersive smart helmets and holographic
displays. However, it is necessary to consider the challenges inherent therein, which include current technology limitations, difficulties in the process of meaningful content
creation, incorporation of mechanisms to move from reactive systems to predictive ones, and barriers in new technology adoption within institutions.
Overall, the promise of Service 4.0 resides in the appropriate application of the technology to the business environment, not in the technology itself. Amid all of the great
potential, the future value of intelligent immersive environments and systems for on-the-job decision-making support
and training depends on how applications are implemented.
To determine how best to leverage the potential of such
systems, additional evidence-based research demonstrating the efficacy of these applications is necessary. In particular, more field research is needed to enable industries to
discern the best applications and implementations for intelligent immersive systems. As the scope of opportunities
expands, it presents exciting, groundbreaking possibilities
for cutting-edge workplace decision-making support, learning, and training in the 21st century.

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About the Authors
Anasol Peña-Ríos (acpena@ieee.org) is with the Intelligent Environments Research Group, School of Computer
Science and Electronic Engineering, University of Essex,
Colchester, United Kingdom.
Hani Hagras (hani@essex.ac.uk) is with the Intelligent Environments Research Group, School of Computer
Science and Electronic Engineering, University of Essex,
Colchester, United Kingdom.
Gilbert Owusu (gilbert.owusu@bt.com) is with Business Modelling and Operational Transformation Practice,
British Telecom, Ipswich, United Kingdom.
Michael Gardner (mgardner@essex.ac.uk) is with the
Intelligent Environments Research Group, School of Computer Science and Electronic Engineering, University of
Essex, Colchester, United Kingdom.

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http://www.gartner.com/newsroom/id/3412017 https://www.juniperresearch.com/document-library/white-papers/smart-glasses-%E2%80%93-seeing-through-the-hype https://www.juniperresearch.com/document-library/white-papers/smart-glasses-%E2%80%93-seeing-through-the-hype https://www.forrester.com/report/Deliver+Digital+Operational+Excellence+And+Digital+Customer+Experience+Innovation+With+Wearables/-/E-RES103381 https://www.forrester.com/report/Deliver+Digital+Operational+Excellence+And+Digital+Customer+Experience+Innovation+With+Wearables/-/E-RES103381

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