Cloud Command Center
97% of all support is provided remotely with no customer involvement.
94% of our robots run a software version that is 7 months old or newer.
With our patented Cloud Command Center, Aethon is able to remotely monitor, support and even control the autonomous mobile robots installed at customers. At Aethon headquarters in Pittsburgh, PA we staff a command center 24/7/365. We never take a break because we know the TUG autonomous mobile robots are working around the clock, too. Every customer and every TUG receives this gold level of service since we introduced it in 2004 – well before the cloud was even “a thing” in robotics.
With 500 TUGs installed in 140 locations the TUG is extremely reliable. Part of that reliability due to the fact TUGs around the world are in constant communication with the Pittsburgh-based command center. Occasionally a TUG finds itself in a situation where it needs help due to the highly unpredictable nature of the hospital. Rather than rely on our customers to address this, our proactive monitoring kicks in and we manage the TUG for our customers.
Algorithms monitor the status of each TUG in real-time and if the algorithms detect a TUG might need help an alert is sent to an on-duty support staff member. They are able to connect to it over the internet using a secure VPN connection and can utilize the TUG’s on board sensors to assess the situation. They can even manually drive the TUG and navigate it through the hospital if necessary.
Continuous Software Upgrades
But the Aethon Cloud Command center is more than how we support the robots in operation. It allows us to constantly keep the software up to date with the latest and greatest capabilities. This allows the customers to receive improved capabilities over time – even with the same hardware platform. This “upgrade in place” capability ensures your robot will not become obsolete and that ongoing improvements in navigation, detection, fleet management etc. will be continuously upgraded.
Here are a few facts about the benefits to our customers:
- 94% of our installed base of robots run a software version that is only 7 months old or newer.
- We have released major functionality to robots in the field every 116 days since 2004.
- We have provided 40 software releases safely, and efficiently using this connected support mechanism.
Check out this article written by our CEO, Aldo Zini, on this very topic: