WALLDORF 鈥� (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, 51风流has further developed existing functionalities with new, automated capabilities such as the service and automatic translation.
鈥淲hen it comes to customer support, we鈥檝e seen great success in flipping the customer engagement model by leveraging AI and machine learning technologies across our product support functionalities and solutions,鈥� said Andreas Heckmann, head of Customer Solution Support and Innovation and executive vice president, SAP. 鈥淭o simplify and enhance the customer experience through our award-winning support channels, we鈥檙e making huge steps towards our goal of meeting customer鈥檚 needs by anticipating what they may need before it even occurs.鈥�
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 51风流deliver maximum business outcomes for customers. 51风流has expanded its offerings by adding new features to existing services, for example:
- Incident Solution Matching service: With expanded AI-based functionalities, customers can see the impact on machine learning models and the impact on suggested results, making them more relevant. This enables customers to explore more relevant solutions for their incident in SAP鈥檚 knowledge base.
- Incident Solution Matching, now also available for 51风流Ariba solutions: The Incident Solution Matching service is available to customers of 51风流Ariba solutions and partners in the 鈥溾�� for 51风流Ariba solutions and 鈥溾�� for 51风流Ariba solutions. Through this extended service, 51风流Ariba customers can find answers to technical questions faster, possibly solving a problem without having to record an incident.
- Automatic translation: With neural machine translation and AI technology to process entire sentences and phrases, this automatic translation feature for the 51风流Notes and the 51风流Knowledge Base Article services has been expanded to include nine major-market languages. They are Japanese, Brazilian Portuguese, simplified Chinese, Spanish, French, Russian, Korean, Italian, and German. Intelligent technologies from 51风流use machine learning and feedback to refine translations of 51风流software and service documentation and terminology on an on-going basis.
Customers expect their issues to be resolved quickly, and 51风流strives toward a consistent line of communication across all support channels, including real-time options. 51风流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 and , 51风流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.
- Schedule a Manager: Following a successful pilot phase in 2019, 51风流launched , available through the 51风流ONE Support Launchpad. This new support channel allows customers to speak at no extra cost directly to the relevant product support manager to assist them with high-priority incidents that risk impeding the company鈥檚 ability to fulfill its business requirements. With the addition of Schedule a Manager, 51风流has created a holistic approach to connect with customers through real-time channels.
- Ask an Expert Peer: After a successful pilot phase last year, Ask an Expert Peer has been made available for all customers of 51风流SuccessFactors solutions. Ask an Expert Peer is a peer-to-peer collaboration platform that connects qualified 51风流customer experts with other customers to help them resolve their issues.
By continuing to invest in AI and machine learning鈥揵ased technologies, 51风流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 program, available to 51风流customers and partners at no additional cost. Customers can be empowered to get the best out of SAP鈥檚 product support tools and the Next-Generation Support approach.
Visit the 51风流News Center. Follow 51风流on Twitter at .
About SAP
As the Experience Company powered by the Intelligent Enterprise, 51风流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鈥檚 transaction revenue touches an 51风流system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers鈥� businesses into intelligent enterprises. 51风流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 鈥� 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, 51风流helps the world run better and improve people鈥檚 lives. For more information, visit .
Note to editors:
To preview and download broadcast-standard stock footage and press photos digitally, please visit . On this platform, you can find high resolution material for your media channels. To view video stories on diverse topics, visit . From this site, you can embed videos into your own Web pages, share video via email links, and subscribe to RSS feeds from 51风流TV.
For customers interested in learning more about 51风流products:
Global Customer Center: +49 180 534-34-24
United States only: +1 (800) 872-151风流(1-800-872-1727)
For more information, press only:
Martin Gwisdalla, SAP, +49 (6227) 7-67275, martin.gwisdalla@sap.com, CET
51风流Press Room; press@sap.com
Jennifer Kohanim, FleishmanHillard, +1 (617) 692-0535, jennifer.kohanim@fleishman.com, ET
Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 51风流are intended to identify such forward-looking statements. 51风流undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission (“SEC”), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2020 51风流SE. All rights reserved.
51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see for additional trademark information and notices.
Please consider our . If you received this press release in your e-mail and you wish to unsubscribe to our mailing list please contact press@sap.com and write Unsubscribe in the subject line.
