SAP News Center

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

WALLDORF SAP SE (NYSE: SAP) 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.”

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:

Customers expect their issues to be resolved quickly, and SAP strives toward a consistent line of communication across all support channels, including real-time options. SAP continues to improve, innovate and extend live support for technical issues by connecting directly with customers to provide a personal customer experience. 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.

Customers can learn more about the Next-Generation Support approach through the Product Support Accreditation program, available to SAP customers and partners at no additional cost. Customers can be empowered to get the best out of SAP’s product support tools and the Next-Generation Support approach.

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About SAP

As the Experience Company powered by the Intelligent Enterprise, SAP is the market leader in enterprise application software, helping companies of all sizes and in all industries run at their best: 77% of the world’s transaction revenue touches an SAP system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. SAP helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want – without disruption. Our end-to-end suite of applications and services enables more than 440,000 business and public customers to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people’s lives. For more information, visit www.sap.com.

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