SAP Leverages Machine Learning and AI to Improve Customer Experience

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A recent press release states, “SAP SE today 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.”

A recent press release states, “SAP SE today 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.”

Andreas Heckmann, global senior vice president and head of customer success services at SAP Digital Business Services, commented, “The overall mission of the Next-Generation Support approach from SAP is to minimize the effort and time required by SAP customers, while maximizing their business outcomes… The Intelligent Enterprise requires speed and precision, and the continued integration of machine learning and AI into the Next-Generation Support concept has enabled us to provide just that. These intelligent technologies enable our support tools and support specialists to learn from the past and deliver accurate solutions for inquiries in real time as well as customized, proactive recommendations before an incident shows up.”

The release adds, “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: (1) 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… (2) 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 smarter. 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.”

Read more at PR Newswire.

Image used under license from Shutterstock.com

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