Dr. Anasol Peña-Rios, AI & Immersive Technologies Research Specialist at BT, to present at iLRN2019: The Augmented Employee, Immersive Technologies in Field Service Operations

Dr. Anasol Peña-Rios

Applied Research, British Telecom (UK)

The Augmented Employee: Immersive Technologies in Field Service Operations

Increasing complexity in field service operations (FSO) has brought the need for upskilling employee’s working efficiency, which represents a big challenge for companies and employees themselves. If we sum up, employees’ mobility to this scenario, we face a number of challenges, for example, how to quickly on boarding human resources? Or how to effectively transfer and maintain knowledge within the organisation? To solve this, we need to continuously work in enhancing talent development.

Service 4.0 aims to support and promote innovation in service operations using emergent technology. In this regard, immersive technologies such as mixed and augmented reality have the potential to enhance service operations, with the goal of improving customer service and increasing overall efficiency. By combining them with computational intelligence (CI) mechanisms to produce adaptive context-aware environments for advanced decision-support, these solutions can lead to a much faster knowledge transfer and a deeper understanding of different processes, enhancing experiential learning.


Anasol Peña-Rios is a Senior Researcher at BT Research Labs in Adastral Park, Ipswich, where she specialises on AI and Immersive Technologies (VR/AR/MR). In addition, she is a Visiting Fellow at the University of Essex (UK), from where she holds a PhD in Computer Science and an MSc in Advanced Web Engineering. Previously, she completed a BEng in Information Technology at the Instituto Politécnico Nacional (Mexico).

Anasol has been personally driving the agenda on exploring the use of immersive technologies in the context of BT´s field force operations. Her work contributed to BT´s portfolio who was presented with a Global Telecoms Business Innovation Award (2017), and an IEEE Outstanding Organisation Award (2017). In addition, her project was highly commended at the IET Innovation Awards 2018. She was awarded Best KTP Associate 2016 by the University of Essex Research and Enterprise office and was shortlisted for the Computing Women in IT Excellence Awards 2018.

Anasol is an IEEE Senior Member, professional member of the BCS and ACM, associate editor of EAI Endorsed Transactions on e-Learning, and Board Member of the Immersive Learning Research Network. Her other professional contributions include numerous paper publications, in addition to serve as chair and co-organiser of numerous academic conferences. She has several years’ professional experience in financial institutions and retail companies, working in close collaboration with international multidisciplinary teams.