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Artificial and machine service

The services focus primarily on the support experience and the success of the user. Using AI and ML capabilities, SAP has enhanced and automated existing functions.
E-3 Magazine
June 24, 2020
[ 704481040, Phonlamai Photo]
This text has been automatically translated from German to English.

SAP announced various innovations in next-generation support, including Schedule a Manager and Ask an Expert Peer.

"We have changed the customer relationship model and integrated new technologies such as artificial intelligence and machine learning into all of our product support functions and solutions. This has proven to be extremely successful"

explained Andreas Heckmann, Executive Vice President and Head of Customer Solution Support and Innovation at SAP.

"Our aim is to meet our customers' requirements by anticipating what they might need in the future. We have come a long way towards achieving this goal. We have simplified and improved the customer experience in our award-winning support channels."

Attitudes towards AI are divided among Germans, but with a slight bias towards the positive: Over a third of Germans believe that artificial intelligence will improve their own lives (38%) or even the world (35%). Exactly a third consider AI to be dangerous (33%), and almost as many are afraid of it (30%).

Germans are afraid of a lack of control over their own data (68 percent), surveillance (61 percent) and a lack of ethics and morals (61 percent).

When Germans are asked about specific application scenarios for artificial intelligence, the approval ratings go up: The absolute majority of Germans would find it useful to have improved service hotlines in the future thanks to AI (74 percent), to improve product shipping (71 percent), to reduce energy costs (71 percent), to reduce insurance fraud (63 percent), to make travel bookings more easily (60 percent), to operate their car using voice control (58 percent) or to be able to use a 24-hour service at banks and insurance companies (56 percent).

The boundaries are disappearing: AI is gradually becoming more "natural" and efficient thanks to ML.

Companies can therefore score points if they manage to transparently demonstrate the added value of an AI-driven application. The study focused on the attitudes and experiences of Germans with regard to artificial intelligence. The sample consisted of 1004 people from Germany, split by age, gender and federal state.

AI and machine learning technologies are crucial when it comes to improving and simplifying the customer's support experience. They also continue to play an important role in the expansion of SAP's next-generation support and help customers to achieve the best possible results. The following services are now being added to the existing offering:

Incident Solution Matching Service: Thanks to advanced AI-supported functions, customers receive customized recommendations and search results with the Incident Solution Matching service.

They can see how the ML models affect the proposed results because the information is more targeted. The service enables existing SAP customers to find more relevant solutions for their incident in the knowledge base.

Nowadays, customers expect their problems to be solved quickly. That's why SAP is trying to ensure a consistent flow of communication across all support channels - including real-time interaction options.

Live support for solving technical problems is to be improved. A direct connection to the customer is important in order to make the support experience more personal.

In addition to the introduction of live support services such as Expert Chat and Schedule an Expert, SAP has continued to optimize its real-time channels for support.

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