SAP’s SAP for Me ‘Get Support’ application leverages SAP’s Incident Solution Matching, a service based on artificial intelligence (AI) and machine learning technology to enhance Real-Time Support. This machine learning service automatically recommends solutions from SAP Notes and SAP Knowledge Base Articles (KBAs) based on the case data in the ‘Get Support’ application case creation form. Customers can also access the recommendations after creating a case by viewing or editing the case.
The Incident Solution Matching service recommends the solutions once you fill the ‘Detailed Description’ field in the ‘Get Support’ application in SAP for Me. The more information you add, the more contextually targeted the recommendations will be. In the ‘Get Support’ application’s summary page, customers can now also see the ‘Top Suggested’ content from Incident Solution Matching.
We have been continually working on improving the service quality and adding more personalized features. The more you use Incident Solution Matching, the more it will learn from user behaviour & past interactions. Now all customers are going to benefit from the enhanced recommendation content from Incident Solution Matching with more personalized recommendations based on the context and user interactions.
This is another big step forward to help SAP customers solve their product issues faster.
Start using Incident Solution Matching now to find your answers in one quick step!
Visit SAP Support Portal page to learn more.
