SAP Enhances the Support Experience with AI

SAP is making several update to its Schedule a Manager and Ask an Expert Peer services, among others, to better focus on the customer support experience and enable 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.”

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 including:

  • Incident Solution Matching service
  • Incident Solution Matching, now also available for SAP Ariba solutions
  • Automatic translation
  • Schedule a Manager
  • Ask an Expert Peer

Building on top of live support services, such as Expert Chat and Schedule an Expert, SAP has made significant strides in upgrading its real-time support channels. For example, it now offers the Schedule a Manager service and a peer-to-peer collaboration channel through the Ask an Expert Peer service.

By continuing to invest in AI and machine learning–based technologies, SAP enables more efficient support processes for customers while providing the foundation for predictive support functionalities and superior customer support experiences.

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