SAP’s mission to enable customers in transforming into intelligent enterprises takes another step towards reality with the recent announcement of AI enhancements to award-winning Next-Generation Support service tools. These include upgrades to “Incident Solution Matching”, “Schedule an Expert”. “Schedule a Manager” features and the addition of “Ask an Expert Peer” service. These features aim to provide faster and smarter customer experience solutions to fuel customer success.
In an interview, Michael Kleinemeier, member of the Executive Board of SAP SE, SAP Digital Business Services said:
“We have an obligation and mandate to help SAP customers become intelligent enterprises in the experience economy. In a cloud-based world, customers demand business outcomes.”
Indeed, the experience economy is here and there’s no turning back. As the market leader in end-to-end experience and operational management software solutions, SAP’s focus is on delivering customer experience solutions by eliminating irrelevant interactions and processes in its service support platform to allow customers to focus on their own business goals. According to Andreas Heckmann, Executive Vice President and Head of Customer Success Services at SAP, leveraging AI and machine learning technologies and optimizing SAP experts’ knowledge to deliver fast-tracked incident resolution, real-time response, and highly personalized, context-sensitive support is the key to achieving this.
FAST-TRACKED INCIDENT SOLUTION
Through SAP ONE Support Launchpad, the AI-driven service “Incident Solution Matching” provides recommendations retrieved from SAP Notes and SAP Knowledge Base Articles, with the option to filter results depending on the customer’s specific technical query. With its AI and machine learning technologies, this support feature improves results over time with regular use through historical data analysis. “Incident Solution Matching” is available in all SAP products.
REAL-TIME RESPONSE
With “Schedule an Expert,” customers can get access to live support via 30-minute Skype calls for medium to high priority level incidents. The expert chat support has separate channels for ‘new issues’ and ‘open incidents’ and features a screen-sharing tool. There is the option to “Schedule a Manager” for high-priority issues that have been on the system for at least 2 days. This connects the customer to an SAP Product Support manager. Both of these services are available in all SAP products, with the exception of SAP Success Factors, SAP Cloud for Customer and SAP Business ByDesign for “Schedule a Manager.”
“Ask an Expert Peer,” the latest addition to Next-Generation Support, connects customers with a SAP approved external industry expert through a private chat. This aims to target issues that may benefit from industry-specific knowledge. The service is available to SAP SuccessFactors® solutions customers.
PERSONALIZED, CONTEXT-SENSITIVE SUPPORT
Integrated into SAP S/4HANA Cloud, the “Built-In Support” utilizes AI technology with SAP Conversational AI digital assistant and a contextually aware tool to forge a smarter customer experience. Customers of SAP Integrated Business Planning now have access to this service.
Advances in AI and machine learning technologies will no doubt further evolve SAP’s Next-Generation Support to deliver customer experience solutions and innovations that will lead to total customer success.
