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Author's profile photo Hannah Leonie Wendler

[SAP AI Business Services Success Stories] One service, two customers: How Service Ticket Intelligence enables the intelligent enterprise

Internal ticket handling can be an issue for many companies. Often, ERP-System are complex and thus, IT ticket response time is slow due to the high manual effort involved. In turn, this keeps users waiting to get their issues resolved. Additionally, many companies still operate on costly and ineffective work processes. Even if businesses want to speed things up, the increased pressure to do more with less (less people, less time, less operational budget) can stand in the way of making the necessary progress.

Of course, not an ideal starting situation, but one that can be fixed by using combined intelligent services.

Two companies that have done exactly that are NHK Spring Co, LTD and Hewlett Packard Enterprise (HPE).

Both firms use a solution from the SAP AI Business Services portfolio: Service Ticket Intelligence, a microservice on top of SAP Business Technology Platform with flexibility to integrate with various SAP and non-SAP offerings.

Service Ticket Intelligence is part of the SAP AI Business Services portfolio. Leveraging machine learning algorithms built using historical service interaction, Service Ticket Intelligence improves the efficiency for ticket handling of external customer service centers and internal shared service centers. It supports the service team’s ability to handle larger volumes of service interactions by providing automatic ticket classification and recommended solutions.

For fully integrated scenarios and to increase the automation rate of business processes, the service can also be combined with SAP Intelligent Robotic Process Automation and SAP Conversational AI.

If you are interested in more details about Service Ticket Intelligence, you should check out these two blogposts by my colleagues:

An Overview of Service Ticket Intelligence

What the AI future brings: Highlights from the first SAP AI Business Services Focus Week

NHK Spring Co, LTD.

offers quality spring suspension solutions, operating a global group network out of Japan. NHK implemented Service Ticket Intelligence to reduce manual ticket management and communication. Now their chatbot and ticketing system provides automatic incident user proposals based on the information given initially. Assisted by SAP Innovation Services, the implementation took only 2 months. With the help of Service Ticket Intelligence, NHK Spring Co, LTD. significantly improved internal ticket handling efficiency and subsequently user satisfaction.

Hewlett Packard Enterprise (HPE)

is a global, edge-to-cloud and platform-as-a-service company. HPE used the business operations self-healing service as part of SAP MaxAttention™ services to simplify its IT processes. Automation was supported with a prepackaged AI platform enabled by SAP® Intelligent Robotic Process Automation, SAP Conversational AI, and Service Ticket Intelligence. The off-site delivery was 100% successful although it happened during COVID-19 pandemic! Now, a system that restarts completely autonomously, using chatbots and robotic process automation, has been implemented. Tickets are categorized and routed to the right department with the help of a chatbot integrated with the third-party Service Now platform. As a result of the improvement in internal ticket handling, HPE can now provide a smooth customer experience.

There you have it, two very interesting stories showcasing the versatility of Service Ticket Intelligence!

By the way:

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 out more, read this blog post by my colleague Samuel Seah or visit the SAP Help Portal.


Visit the links below for more information

Customer ReferenceLink

For more information on SAP AI Business Services:

Explore: SAP Community Page

Dive deeper: Open SAP Course

Get an overview: Blogpost part I  | Blogpost part II 

Exchange Knowledge:

Document Classification Questions | Document Information Extraction Questions

Business Entity Recognition Questions | Service Ticket Intelligence Questions

Data Attribute Recommendation Questions | Invoice Object Recommendation Questions

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      Author's profile photo Jonathan F
      Jonathan F

      From pioneering innovation in the space of HR tech to hosting some of the most prestigious names in thought leadership, peopleHum has grown and how! Here’s a specially curated power pack of the 200 global best thought leaders redefining the future of work.

      Author's profile photo Paul PINARD
      Paul PINARD

      Hi Hannah Leonie Wendler,

      Great blog post! Would you be able to add SAP Conversational AI as a primary tag in your article so our community can see it as well?



      Author's profile photo Hannah Leonie Wendler
      Hannah Leonie Wendler
      Blog Post Author

      Hi Paul,

      thank you for your positive feedback! I have now adjusted the tags.