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Author's profile photo Haodan Yang

Optimize Ticket Handling with Service Ticket Intelligence (SAP Hyperautomation Webinar Series 2)

Last month I had the pleasure of participating in SAP’s second Hyperautomation webinar. During my session, I showed how SAP Process Automation technology can optimize the ticket handling process for customers using SAP AI Business Services.

This scenario is particularly relevant to all of us during this COVID situation because so many people, including customer service representatives, are working from home. This means that almost all customer service centers are now online, and it has also meant a huge increase in the number of tickets received and in the amount of pressure on customer service agents to deliver exceptional customer service experiences.

But customer service agents at home are finding it hard to deliver high-quality service because they often don’t have ready access to real-time channels for getting feedback and guidance from more experienced service agents nor even to knowledge-based reference articles. This creates a big gap between the increase in customer expectations and agents’ ability to handle the overwhelming number of customer service requests in an efficient, complete, and satisfactory way.

During my session, I presented step-by-step about how to use SAP AI Business Services, which includes Service Ticket Intelligence, Business Entity Recognition, and Document Information Extraction, to help customer service agents maximize ticket handling efficiency.

What happens when a new ticket comes via email or another kind of online channel? First, Service Ticket Intelligence will propose potential categories for the ticket, identify the language, perform a sentiment analysis (that is, look for key words to determine if the ticket is a complaint, a request, or a compliment), and propose a priority prediction for the ticket.

Business Entity Recognition can identify such entities as the product ID, the date, the location — in short, all the relevant information in the ticket. And then, based on the ticket content, Service Ticket Intelligence will recommend a similar ticket that was handled in the past for the agent to use as a reference when handling the current ticket.


If the ticket comes with any attachments, such as an invoice sent as a PDF, for example, Document Information Extraction convert the attachment to plain text and then extract the invoice ID, the date, the vendor ID, and other relevant information.

All of this automatically occurs when the ticket arrives in the ticketing system so that the agent will have instant access to all this information instead of having to extract it manually. This means they can handle the ticket faster and get back to the customer faster, which will make the customer happier as well. So this is an end-to-end scenario for ticket handling that leverages AI solutions.

Further, SAP Service Ticket Intelligence also provides a ticket clustering feature that you can use to identify what kinds of problems are recurring within your system or product, and then use that information to improve customer-facing processes or features.

I hope you will watch this session and come away with some ideas about how you can use SAP AI Business Services to improve not only the experience your customers have, but also the experience that your service agents are having during these challenging times.

Below are some quick links in case you want to learn more and try out these services.


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