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Author's profile photo Philipp Nies

Intelligent Dispute Processing – Leveraging SAP ConversationaI and SAP Intelligent RPA for Dispute Management – Part 1

How can customers leverage from automation for their dispute management processes in customer service departments?

Dispute management is a key component in your integrated order-to-cash process to ensure your company’s liquidity and reduce the days sales outstanding (DSO) of your receivables and payment defaults. Lean solutions enable you to address your customer’s complaints efficiently and increase your ability to meet net payment deadlines. This guarantees predictable liquidity to finance your business operations.

However, most companies are performing this process in a manual manner with high labor involvement and complex alignments between various departments: Customers issue claims via phone call or e-mails and the respective clerks initiate the follow-on processes by creating dispute cases. The subsequent alignments and follow-up activities with sales or delivery responsible are performed manually and in some cases without any traceability or documentation. Figure 1 shows an example for today’s processes in case of a damaged product at customer site.


Figure 1: Manual E2E Process for new credit memos

Automation Potential with SAP Conversational AI and SAP Intelligent RPA

Almost all process steps in the presented scenario have a high potential for automation by intelligent solutions. The process starts with the customer login in a dedicated portal of your company, where they issue disputes with all details via a chatbot. The request triggers the creation of the respective dispute case in your SAP S/4HANA system. This reduces the time for customer discussions via phone or e-mail massively. In the second step your accounts receivable clerks get an automated notification, start talking with the chatbot about the details of the customer dispute and analyzes the root cause right away. Afterwards your clerks decide to issue a credit memo because after the damaged goods are returned by the supplier. Again, this process is fully automated and the clerk must only provide the details of the transaction before the credit memo is created. Our example ends with the incoming payment of the customer and the clearing of the customer open item. For this purpose, the SAP Cash Application can be leveraged to support the matching process from the bank statement.


Figure 2: Automated E2E Process with Conversational AI and SAP Intelligent RPA

Video Demonstration of the Solution

In summary, the combination of Conversational AI and SAP Intelligent RPA Services enables your receivables management department to:

  • empower employees to perform more value-added tasks across the company
  • enable direct customer interaction without labor involvement with the result that dispute cases are created automatically for customer claims in your SAP S/4HANA environment (Less amount of customer contacts)
  • reduce manual workload
  • get working capital on the books sooner and reduce days-sales-outstanding (DSO)
  • reduce your reliance on experienced, “indispensable” personnel for managing disputes
  • simplify and streamline processes across the entire dispute spectrum
  • strengthen customer relationships by resolving issues more efficient

The technical details and integration scenarios between SAP S/4HANA, SAP Conversational AI and SAP Intelligent RPA are covered in the technical blog post.

This blog post covered two automation possibilities and showed an example for the integration of new technologies. Deloitte and SAP is willing to build a tailored solution for your business needs. SAP Conversational AI and SAP Intelligent RPA are only two examples for intelligent solutions. In addition, Artificial Intelligence with SAP AI Business Services could also be an option for you.

Learn More

The recording of the SAP Community call is available here.

For more information on SAP CAI and SAP Intelligent RPA:

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