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New incident solution matching service takes SAP’s customer support experience to the next level with enhanced AI technology

To help you get relevant, technical support faster, on November 17th SAP is launching incident solution matching –   a new solution recommender that will run in the SAP ONE Support launchpad driven by Artificial Intelligence (AI). As you create a new incident, the system will automatically display potential solutions from SAP’s Knowledge Base Articles and SAP Notes. Spend less time searching for answers. Use incident solution matching and recommendations will be compiled for you in one quick step, before you submit the incident – potentially saving you time and effort.


AI Drives Improved Recommendations for New “incident solution matching”

And, unlike the previous recommendation system, the new incident solution matching service uses Artificial Intelligence and machine learning for improved results. The more customers use the service, the more relevant the recommendations become. Potential matches are ranked according to their semantic relevance based on incident data.


How to access incident solution matching:

  • Access SAP ONE Support Launchpad and follow the standard steps to launch the incident creation form.
    1. Describe your issue in Subject and Description. While you are typing in Description, “incident solution matching” automatically recommends solutions, and the results are displayed in the left pane. The more detailed information you provide the more matching results you will get.
    2. Select a component from Component field and “incident solution matching” refines the results even more.

There is no configuration needed to make the feature work.

SAP’s incident solution matching service will be available for all customers – at no additional cost. Get faster, more accurate recommendations. Start using incident solution matching today!

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  1. Vicky Dev

    Can someone share the background of this AI/ML please? , as my assumption is that the data from Solman & FRUN together are plugged into an intelligent engine ( could be BI  in this case ) for advanced analytics, and based on the rules defined, the messages are being populated in “SAP ONE Support Launchpad ” Love to know more about the pre-requisites and the process woven around this AI/ML.. Thanks, V.

    1. David Molinera
      Post author

      Hi Vicky,


      incident solution matching is part of a set of services developed by AIT team in SAP DBS. These services are not based on BI or similar advance analytics. In coming SCOM and DCOM you will be able to get more detail information.










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