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An Overview of Service Ticket Intelligence

This is in continuation of the blog post by Tomasz Janasz and provides detailed insights on Service Ticket Intelligence API.

Service Ticket Intelligence

Service Ticket Intelligence is one of the re-usable microservice bundled as part of SAP AI Business Services on SAP Cloud Platform. It helps to build a self-driven customer service by classifying the incoming customer service tickets and providing recommendation and sentiment analysis all with the help of machine learning capabilities. Thereby helping the customer to automate his service process and provide faster resolutions.

Service Ticket Intelligence service is embedded in SAP C/4HANA and provides end to end automation for the omnichannel front office processes and can be integrated with multiple ticketing applications.

This service can also be combined with SAP Intelligent Robotic Process Automation and SAP Conversational AI for fully integrated scenarios. 

How does it work for On-Premise?

Many customers are opting for hybrid approaches ( to continue with their existing business suites and add more intelligence to their processes ) so Service Ticket Intelligence is the right fit as it is also available as a standalone API with CPEA license. 

You can connect your On-Premise system directly to the API on SAP Cloud Platform via the Cloud Connector.

A step by step guide for integrating Service Ticket Intelligence with CRM On-Premise landscape is also available which details the notes to be implemented and configuration details. 

Getting Started

You can test the service in the following ways:

  1. Post Man:
  • The API endpoint is available on API hub (here) with pre-trained models and you can test it directly using the PostMan tool.
  1. Trial Service:
  • You can set up a free trial account for the Service Ticket Intelligence API on the SAP Cloud Platform. (Note: The free trial account will be available from the 2003a release. You can find more details here.)

So get started and try out the API 🙂

 

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