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Empolis Customer Solution Award 2020 for KUKA Xpert
Taking up customer wishes and incorporating them into products is always worthwhile. Especially when customers benefit directly from it. As with KUKA Xpert: Since KUKA consistently optimizes the self-service tool, the automation expert now receives an award for this.
21 September 2020
Usability as a key success criterion for KUKA Xpert
Around 20,000 users regularly search theKUKA Xpertknowledge databasefor information about KUKA robots. The usability of the service program plays a particularly important role here. Together with Empolis Information Management GmbH, the manufacturer of the underlying platform, the self-service tool has been continuously developed and optimized. KUKA customers thus have a helpful tool at their side to help them find their way around the world of robotics.
Successful search in various languages
Much of the information in KUKA Xpert is written in German and English, but not in Korean or Spanish. Together with Empolis, KUKA has now optimized the system so that users from Korea, for example, can search in their own language and then receive the appropriate answer in English. The application itself also communicates more with the user and provides additional information on his or her topics. "We also use the system internally at KUKA, but primarily we optimize it for our customers. After all, around three-quarters of the 20,000 registered users come from outside," says Miklos Lörinczi-Karn.
Fast and individual results
For Miklos Lörinczi-Karn and his team, the award is proof that KUKA's requirements match what customers want. "We have been dealing with these issues for more than ten years and can now assess what users value. Together with Empolis, we are now continuously expanding the software." The IT architecture was adapted accordingly at the beginning of the year and now enables the system to react much faster and to respond to individual customer needs.