SAP Leverages Machine Learning and AI to Improve Customer Experience with Next-Generation Support

By Ralph Rio

Category:
Company and Product News

SAP SE announced enhancements to its Next-Generation Support concept.  These include developments to AI-driven features, such as incident solution matching and real-time support resources, like the Schedule an Expert and Expert Chat services.

Through the integration of machine learning and artificial intelligence (AI), these intelligent tools are helping to automate the customer support experience and deliver targeted results in a shorter amount of time.

In an effort to raise the bar in customer support, SAP Digital Business Services continues to leverage machine learning and AI to optimize its real-time support experience for customers and its built-in support features:

  • Incident solution matching: Through the recent addition of incident solution matching to SAP ONE Support Launchpad, SAP customers get customized recommendations ranked according to semantic relevance.  This new tool leverages natural language processing to analyze an incident as the user types information about the incident into the form and provides relevant information from the SAP Knowledge Base Article service and the SAP Notes service.  SAP Digital Business Services plans further integration of machine learning and AI, saving SAP customers time and helping them be more cost-efficient.
  • Built-in support: SAP continues to build support into its products.  Already part of SAP S/4HANA Cloud, built-in support is now available for SAP Integrated Business Planning, a solution to enable the intelligent enterprise by making planning easier, faster and in a continued effort to optimize the customer support experience, the built-in support concept moves support into the product, increases personalization and fosters collaboration among experts.

The direction for product support is clear.  Integrated into SAP CoPilot, conversational AI makes it possible for customers to converse with the system, while the digital assistant uses the system context and other data to provide fast answers for customers’ technical questions.  In the future, some questions won’t even have to be asked, with the digital assistant in the application giving customers all the support and information they need to avoid potential problems.

With the live support services Expert Chat and Schedule an Expert, the customer experience is being continuously improved as those tools are extended to additional solutions, enabling customers to get in touch directly with a support expert from SAP.  With machine learning and AI working in the background, support specialists are equipped with the information necessary to provide targeted recommendations in live sessions:

  • Schedule an Expert: SAP customers can now schedule a 30-minute Skype session with an SAP expert.  This new live channel is already available for over 50 SAP solutions and was recently made available for customers’ open incidents.  In 2018, SAP customers using Schedule an Expert reduced their interactions for incidents by up to 52 percent, which freed up considerable time for customers and engineers to deal with other important tasks.
  • Expert Chat: SAP customers can open a live chat for incidents and start a conversation with the same SAP expert who works on traditional incidents.  Currently, 20 percent of the incoming incident volume represents customers using Expert Chat to get answers to their technical questions.

A wide range of self-service options complements these services, giving customers a way to find answers quickly themselves.

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