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Author's profile photo PVSB Prasad K

Enhancing Competencies via Integration of Document Extraction and Conversational AI in Service Cloud Version 2

In the realm of seamless customer service, a new chapter begins as customers send his invoice for his queries. Once uploaded to the Service Cloud, the scene transforms with BTP Document Extraction and its extracts intricate data, shaping the narrative in json format.. ChatGPT steps in, crafting a concise summary that captures the essence. As the story unfolds, products seamlessly find their place within the case, setting the stage for swift and precise solutions.

Key Capabilities

  • Easily integrate with SAP Service cloud v2
  • Easily integrate with BTP Document Extraction Service


  • SAP Service cloud v2
  • SAP BTP Document Extraction Service
  • Generative AI – ChatGPT

Step 1: The customer forwards an email containing an invoice to the customer support team due to an incorrect billing amount.

Step 2: An incoming email triggers the automatic creation of a case in Service Cloud Version 2 system Wherein the attachment was automatically included.

Step 3: BTP Document Extraction service

This will help to extract the invoice details to json format

I’m utilizing Postman for this task, and it’s possible to develop a middleware using ODATA services. This extraction process will gather comprehensive details such as customer information, products, address, and more.

Step 4: ChatGPT

The provided JSON input was utilized to generate a compact summary, enhancing the agent’s comprehension without the necessity to access the PDF.

The above json output provided earlier contains information about the processing of an invoice document. The document details, extraction and enrichment data, header fields extracted (such as sender and receiver details, purchase order number, tax ID, etc.), line items, and currency code are all included. This data was summarized by ChatGPT and added to the case description.


This concise summary, appended to the case description, facilitates the agent’s understanding without requiring them to open the PDF.

Note: i had used postman and chatgpt. please use API to develop this

Conclusion; Incorporating advanced features such as document extraction and seamless integration of conversational AI within Service Cloud Version 2 marks a significant stride towards enriching the platform’s capabilities. This integration empowers users with efficient document handling and enhanced customer interactions, establishing a more robust and effective service ecosystem.

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      Author's profile photo Saurabh Kabra
      Saurabh Kabra

      Hi PVSBPrasad Khandavalli Pvsb prasad k

      I really love your blog posts about how to utilize Sales & Service V2 for end-to-end CX scenarios and always looking forward to it.

      I have a small feedback...In my opinion, whenever you are posting a blog with a "Technical Articles" category then please also try to share the steps involved in achieving such an integration((or at least reference to It will really help to connect the dots on different components like C4C V2 to Outlook or C4C V2 to Build Apps etc etc.. In this blog, it would greatly help when put a reference about how you converted an email to a ticket or how was the API results from the document extraction service embedded into C4C V2 as mash up etc etc. Without these steps, the blog is very high level and become more of a "Product Information".




      Author's profile photo PVSB Prasad K
      PVSB Prasad K
      Blog Post Author

      Thank you for your feedback Saurabh Kabra

      1.Email to case is standard functionality so is i didn't write the steps for how to configure

      2.BTP document extraction :,line%20items%20as%20structured%20data.

      Author's profile photo K Pradhan
      K Pradhan

      Hi Pvsb prasad k


      Thanks for the detailed blog. We are implementing the same solution for our client with Document extraction service. Wanted to know about the extraction of pdf file /attached file in Case interaction attachment and how to upload it in BTP Document extraction service.

      When we are using the Postman, at that time we are manually uploading it from local storage. In the above case which you have described, how can we extract pdf attachment from Case and pass it directly to the Document Extraction service? .It would be great if you guide us on this area of passing extracted pdf from Case to Document Extraction service.