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Author's profile photo Craig Kennedy

Introducing SAP S/4HANA for behavioral insights


Many organizations have high rates of uncollected revenue and write-offs. Collections departments often have no visibility into customer behaviors and risks, until it’s too late to collect.

What if you could leverage your own data to power advanced insights about customer behavior to increase collections and success?


Introducing SAP S/4HANA for behavioral insights

The Behavioral Insights development team is proud to announce the availability of SAP S/4HANA® for behavioral insights, a new integrated module delivered within SAP S/4HANA OnPrem 2021.

SAP S/4HANA for behavioral insights is a machine learning solution targeted at the public sector that predicts outcomes based on customer (taxpayer) interactions.  This end-to-end solution includes multiple intelligent scenarios, intuitive SAP Fiori® content, integration content, and analytic content.

These behavioral insights can be used to personalize and build intelligence into billing and collection processes.

What are the delivered scenarios?

In order to help customers jump-start their machine learning projects, the application is delivered with content supporting the following 3 intelligent scenarios:

  • Risk of late filing of tax returns

Classification model that generates a 0-100 score and top influencing risk factors that a taxpaying organization will not file a tax return by the due date

  • Risk of late payment of account

Classification model that generates a 0-100 score and top influencing risk factors that a taxpaying organization will not pay an outstanding bill, invoice, or assessment by the due date

  • Risk of receivership

Classification model that generates a 0-100 score and top influencing risk factors that a taxpaying organization will go into bankruptcy or receivership

Customer risks, event history, and insights can be analyzed using the delivered SAP Fiori app and core data services (CDS) views.


What exactly is delivered with each intelligent scenario?

Each scenario is designed as an embedded scenario plugging into the SAP S/4HANA framework called Intelligent Scenario Lifecycle Management (ISLM).  ISLM includes powerful SAP Fiori apps that allow you to configure, copy, extend, and activate intelligent scenarios.  ISLM can also be used to run training and to view model quality and performance statistics.

Each intelligent scenario includes the following definitions and content:

  • Predefined CDS views to source the data (without the need for replication) for the master data and transactional events in a typical public sector tax collection process
  • Predefined feature catalog, or reasons that can lead to higher risk
  • Predefined model input and output CDS views for training and prediction
  • Predefined model settings to use the SAP HANA® Automated Predictive Library (APL) with the classification technique

Note that each scenario is delivered untrained, and each implementation will involve leveraging a customer’s own historical data to train (and retrain) the models.


How do I see the insights?

It’s not enough to just generate the insights; we also provide intuitive SAP Fiori apps to easily view the scores, trends, and explanations.

The main SAP Fiori app is called Explore At-Risk Customers, and it allows end users to easily access risk scores, trends, and insights.   The summary page is an SAP Fiori analytical list page, allowing users to quickly view, sort, and filter customers (and other entities) using their ML-based risk scores.

Once a customer is selected, the user is presented with a Customer Details page featuring a visual timeline overlaying all customer interactions on a debt trend graph.  In addition, users can see related risks, such as where the customer has risks in related scenarios or customer subaccounts.

SAP S/4HANA for behavioral insights features powerful Explanatory AI capabilities allowing users to quickly understand the highest risk-contributing reasons per customer/entity.

Can I do my own analysis?

SAP S/4HANA for behavioral insights provides a robust analytical layer to store the machine learning-generated risks and insights.  Risk history and reason history are stored per scenario for each entity, where “entities” may be Business Partners, Contract Accounts, or Contract Objects.

Specifically, analytical CDS views are provided for customer event history, risk prediction history, and risk reason history.  This allows users to easily consume insights using SAP S/4HANA embedded analytics or SAP Analytics Cloud.

What else can impact risk?

Typically, most of the events that impact risk in these scenarios will be internal transactions within the integrated SAP S/4HANA application.  Sometimes, outside events like natural disasters or even customer survey responses can impact a customer’s risk.  SAP S/4HANA for behavioral insights makes it easy to integrate these into the customer journey and intelligent scenarios, with an External Event public API.

Is the application easy to administer and extend?

First of all, the entire application is running in SAP S/4HANA on the ABAP® platform, so your administrators will be familiar with all of the tools and frameworks involved.  SAP S/4HANA for behavioral insights includes jobs templates to kick-off all application-specific jobs, and even includes a scenario health check.

SAP S/4HANA for behavioral insights is designed to be generic and flexible to support extensibility and possibly new scenarios.


How do we license and activate this?

SAP S/4HANA for behavioral insights does require additional licensing, so please contact your account team to learn more.  This is currently available in deployment modes of On-Premise, HANA Enterprise Cloud (HEC), or in a Private Cloud Edition (PCE).

Once licensed/subscribed, SAP S/4HANA for behavioral insights can be quickly activated using the Switch Framework.



SAP S/4HANA for behavioral insights brings embedded machine learning into the picture to help improve public sector processes.  All of the delivered use cases and content can help add intelligence to existing processes, which can lead to improved personalized services and collections success.

We are excited by this release of the solution, and we intend to continue working with customers to add additional scenarios, platform capabilities, and business value.

More information about this release can be found at this SAP Help Portal link:

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