WALLDORF, Germany, May 17, 2018 /PRNewswire/ -- SAP SE (NYSE:
SAP) today announced the expansion of built-in support
functionality for SAP S/4HANA® Cloud, providing
customers with direct in-solution access to product support through
the SAP® CoPilot Web application. This eliminates the
steps between requesting support and resolution.
Using SAP Leonardo Machine Learning capabilities and
sophisticated intent-matching features, the built-in functionality
analyzes support requests from SAP customers through its AI chat
features. After processing the text used in the informal support
request, SAP CoPilot uses context-sensitive knowledge to provide
personalized support.
"As the intelligent enterprise becomes a reality, businesses
don't have time to go out of their way to search for support," said
Andreas Heckmann, senior vice
president of SAP Digital Business Services and head of support,
SAP. "With the addition of built-in support, we're meeting our
customers where they are and providing answers in a single channel
through fast, easy-to-digest guidance."
Built-in support is available through cloud solutions from SAP
running in SAP S/4HANA Cloud1 to provide benefits such
as:
- Moving support into the product: Without needing to
leave the solution to search for support externally, customers can
get help from support experts from SAP, access solution-relevant
SAP software documentation, and find support for best practices all
in one place.
- Increased personalization: Natural language processing
technology allows built-in support to interpret the problem at hand
quickly and efficiently and provide case-specific guidance through
the user's preferred medium, creating a conversational
experience.
- Collaboration with experts: Users can share
case-specific situations with and direct questions to internal key
users through the SAP CoPilot digital assistant's chat
functionality. Based on this rich context, the built-in support
function can assist in finding knowledge or forwarding relevant
information to SAP. This seamless integration provides the support
expert from SAP who is assigned to the incident relevant
information right from the start. This ensures a customized and
appropriate resolution to the problem raised.
The entire Next-Generation Support approach provides assistance
for on-premise and cloud-based solutions at no additional cost. In
a continued effort to optimize the customer support experience, the
built-in support concept will be expanded to integrate additional
support channels across additional SAP solutions in the future.
In addition to the convenience the built-in support concept
provides for SAP S/4HANA Cloud, Next-Generation Support equips SAP
customers with a variety of resources across the entire SAP
solution portfolio. For example, customers can interact with SAP's
support organization in real time through the Expert Chat service.
Or they can choose the Schedule an Expert service to schedule a
live, one-on-one call with an SAP support engineer at a time
convenient for them.
For those who prefer a self-service approach to support, the SAP
Knowledge Base Article service provides access to incident-specific
articles through Google Search. The articles are conveniently
available in the customer's preferred language through automatic
translation generated by the SAP Translation Hub application.
Translations are offered in Japanese and Brazilian Portuguese
at the click of a button, and it is planned that additional
languages will be available in the near future. Additionally, SAP
customers can take advantage of the Guided Answers service, which
curates an interactive, step-by-step guide to issue resolution.
To learn more about how you can take advantage of the latest
innovations in the Next-Generation Support approach and apply them
to your SAP solution, additional information can be found here.
To get more information, watch a live demo or speak directly
with a service and support expert at the SAPPHIRE NOW®
conference, please go here.
Visit the SAP News Center. Follow SAP on Twitter at
@sapnews.
About SAP
As market leader in enterprise application
software, SAP (NYSE: SAP) helps companies of all sizes and
industries run better. From back office to boardroom, warehouse to
storefront, desktop to mobile device – SAP empowers people and
organizations to work together more efficiently and use business
insight more effectively to stay ahead of the competition. SAP
applications and services enable more than 388,000 business and
public sector customers to operate profitably, adapt continuously,
and grow sustainably. For more information, visit www.sap.com.
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historical facts are forward-looking statements as defined in the
U.S. Private Securities Litigation Reform Act of 1995. Words such
as "anticipate," "believe," "estimate," "expect," "forecast,"
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and similar expressions as they relate to SAP are intended to
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SAP's most recent Annual Report on Form 20-F filed with the SEC.
Readers are cautioned not to place undue reliance on these
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For customers interested in learning more about SAP
products:
Global Customer Center: +49 180 534-34-24
United States Only: 1 (800) 872-1SAP (1-800-872-1727)
For more information, press only:
Martin Gwisdalla, SAP, +49 (6227) 7-67275,
martin.gwisdalla@sap.com, CET
SAP News Center press room; press@sap.com
Erin Albright, FleishmanHillard, +1
(617) 692-0543, erin.albright@fleishman.com, ET
1 The features of the built-in support concept that
use natural language processing functions do not currently comply
with EU data protection regulations for operations and customer
support. The concept is therefore only available for customers who
do not require EU data protection compliance. SAP is currently
working with high priority to resolve this limitation.
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SOURCE SAP SE