[SAP AI Business Services Success Stories] How an intelligent Service Cloud helps B&D improve the efficiency of customer support processes

About B&D

B&D markets and manufactures garage doors and electronic openers for residential, commercial, and industrial use.

B&D is part of DuluxGroup Ltd., one of the most trusted brands in Australia and New Zealand, which manufactures, markets, sells, and distributes premium branded paints and coatings that protect, maintain, and enhance the places in which we live and work.

The challenge

DuluxGroup Ltd. wanted to streamline customer support processes by implementing new, next-generation technologies to onboard its contact center representatives quickly and easily. The high expectations of their customers had to be met in addressing and resolving customer support needs.

SAP AI Business Services Solution

Service Ticket Intelligence – using the embedded ticket intelligence capabilities in the SAP AI Business Services portfolio with the SAP Service Cloud solution, enterprise edition.

Service Ticket Intelligence is part of the SAP AI Business Services portfolio. Leveraging deep learning neural networks trained on large amounts of historical data, Service Ticket Intelligence helps build a self-driven customer service powered by machine learning. The service classifies incoming service requests automatically, as a basis for routing them to the right agent. The model understands the semantics of unstructured ticket messages and improves over time with more processed service tickets and user feedback.

Side note: In spring of 2021, a new beta feature for Service Ticket Intelligence was released. Now, meaningful ticket clusters containing concise keywords and information can be automatically generated and retrieved from unstructured textual data. To find our more, read this blog post by my colleague Samuel Seah or visit the SAP Help Portal.

Achievements

DuluxGroup Ltd. automated the categorization of incoming tickets. Service agents are now provided with recommended solutions to improve operational efficiency, allowing for much quicker problem solving and service response time. The text classification feature predicts categories of incoming tickets based on historical service tickets that have been classified previously so that customer service agents can address and resolve customer issues quickly.

With the support of SAP AI Business Services, DuluxGroup’s B&D Group achieved significant automation improvements:

70% automatic ticket classification
5x improvement in first response times
85% model accuracy using 150,000 historical records across 16 categories
Faster onboarding for contact center representatives

At B&D, less time is now spent on manual tasks such as sorting e-mails. The value creation that was achieved through automation freed support representatives to focus on resolving customer issues quickly.