Whenever service engineers of the KUKA Roboter GmbH go on site to their clients to search for errors, they have a knowledge data base on their Notebooks. The guidance system asks questions to determine the cause of the error, suggests solutions and offers the service engineer a quick and comprehensive overview across all relevant information. All the results can be narrowed down quickly in the context of the current service case by the use of intelligent filters.

The information includes in particular the enterprise’s service know-how, which is stored in an ontology-based knowledge base, as well as documents from diverse sources like the integrated product documentation.

The base of the advisor system, which has been used for customer service by KUKA since May, 2005, are semantic technologies developed by ontoprise. They are used for the development of the knowledge bases and for the intelligentsearch in distributed data sources. In doing so, the ontology integrates information from different sources and enables fast access to existing knowledge for the fast problem solving.

Integrated sources are the robots configurations from the SAP system, the documentation from the editorial system, problem/solution descriptions given by the service engineers as well as information from the existing error data base. By using the solution the integrated feedback functions helps to continuously grow the KUKA knowledge base.

Website Kuka Robot Group:

www.kuka.com/en/company/group/

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Service resolution management with SemanticGuide