Stepping into a seamless support future

As our interactions become more digital, we need our online interactions to become nearly effortless. From online shopping, to connecting with friends and family, to watching movies, we expect the online experience to be simple, fast, and seamless. We hope companies will know who we are, (at least when we want them to know), and we expect them to offer the specific products and solutions for our needs.

This is also true for SAP customers: the support experience will become personalized to who they are, what SAP products they have, and what questions they’ve already asked. In fact, SAP is investing in both the technology and the human aspect of the support experience, so that customers experience this simple and fast service as well.

The Next-Generation Support experience is driving towards a concrete customer personalized support experience roadmap that will make customer support become as effortless as possible.

Leaping the technology platform forward

A satisfying support experience begins with integration between SAP´s powerful knowledge management engine equipped with artificial intelligence (AI) and machine learning (ML) technology, empowering customers with a unique support experience. A central part of the machine learning–empowered support process, incident solution matching, suggests solutions automatically within the incident creation form, so customers can find relevant SAP Notes and SAP Knowledge Base Articles quickly and effortlessly without searching manually. This automates support processes so that customers receive recommended solutions before they even finish typing in the search bar.

Additionally, SAP will launch a support service that will guide customers through describing their issues called the guided customer help. They will be able to follow a simple set of steps so that they are either matched with the best possible solution or are able to establish the perfect issue description, including the right log and trace files. They will even have the options through Expert Chat or Schedule an Expert to connect directly to a support specific expert. This way, if the issue is new and needs a new solution, the customer will be set up with a support expert who will work towards resolving the issue as quickly as possible.

Strengthening the human connection in support

Technology is a powerful driver for issue resolution, but nothing can fully replace human connection. While SAP is investing in specific tools and technology with AI and ML, we are also continuing to invest in each of our support experts.

We’ve implemented intelligent swarming, where our experts, no matter where they are in the world, band together to solve your issue. With intelligent swarming, regardless of how many areas or products an issue may span, all appropriate experts will come together to solve the full issue in the least amount of time necessary, while also upskilling individual support experts. With intelligent swarming, resources from development or cloud operations can also be brought in to expedite resolution.

Through the investment to leap forward with technology as well as strengthen the human connection, the customer support experience with SAP will feel both seamless and nearly effortless.

Want to learn more?

At this year’s SAPPHIRE NOW, learn how artificial intelligence (AI) and machine learning automates your support process and speeds up the time to answer. Come experience my walk-through demo , on how AI is working for you, from the time an incident is created until a resolution is reached.

Register today, explore our recommended agenda and I hope to see you there!