SAP Makes Support Experience Even Smarter With Machine Learning and AI Enhancements

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According to a new press release, “SAP SE today announced several updates, including the Schedule a Manager and Ask an Expert Peer services, to its Next-Generation Support approach focused on the customer support experience and enabling customer success. Based on artificial intelligence (AI) and machine learning technologies, SAP has further developed existing functionalities with new, automated capabilities such as the Incident Solution Matching service and automatic translation. ‘When it comes to customer support, we’ve seen great success in flipping the customer engagement model by leveraging AI and machine learning technologies across our product support functionalities and solutions,’ said Andreas Heckmann, head of Customer Solution Support and Innovation and executive vice president, SAP. ‘To simplify and enhance the customer experience through our award-winning support channels, we’re making huge steps towards our goal of meeting customer’s needs by anticipating what they may need before it even occurs’.”

The release continues, “AI and machine learning technologies are key to improving and simplifying the customer support experience. They continue to play an important role in expanding Next-Generation Support to help SAP deliver maximum business outcomes for customers. SAP has expanded its offerings by adding new features to existing services, for example: (1) Incident Solution Matching service: With expanded AI-based functionalities, customers can see the impact on machine learning models and the impact on suggested results, making them more relevant. This enables customers to explore more relevant solutions for their incident in SAP’s knowledge base. (2) Incident Solution Matching, now also available for SAP® Ariba® solutions: The Incident Solution Matching service is available to customers of SAP Ariba solutions and partners in the ‘Help Center’ for SAP Ariba solutions and ‘Connect’ for SAP Ariba solutions. Through this extended service, SAP Ariba customers can find answers to technical questions faster, possibly solving a problem without having to record an incident.”

Read more at PR Newswire.

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