SAP SE announced several updates, including the Schedule a ManagerandAsk an Expert Peerservices, to its Next-Generation Support approach focused on the customer support experience and enabling customer success. Based on artificial intelligence (AI) and machine learning technologies, SAP has further developed existing functionalities with new, automated capabilities such as theIncident Solution Matching service and automatic translation.

When it comes to customer support, weve seen great success in flipping the customer engagement model by leveraging AI and machine learning technologies across our product support functionalities and solutions, saidAndreas Heckmann, head of Customer Solution Support and Innovation and executive vice president, SAP. To simplify and enhance the customer experience through our award-winning support channels, were making huge steps towards our goal of meeting customers needs by anticipating what they may need before it even occurs.

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AI and machine learning technologies are key to improving and simplifying the customer support experience. They continue to play an important role in expanding Next-Generation Support to help SAP deliver maximum business outcomes for customers. SAP has expanded its offerings by adding new features to existing services, for example:

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Customers expect their issues to be resolved quickly, and SAP strives toward a consistent line of communication across all support channels, including real-time options. SAP continues to improve, innovate and extend live support for technical issues by connecting directly with customers to provide a personal customer experience. Building on top of live support services, such asExpert ChatandSchedule an Expert, SAP has made significant strides in upgrading its real-time support channels. For example, it now offers the Schedule a Manager service and a peer-to-peer collaboration channel through the Ask an Expert Peer service.

By continuing to invest in AI and machine learningbased technologies, SAP enables more efficient support processes for customers while providing the foundation for predictive support functionalities and superior customer support experiences.

Customers can learn more about the Next-Generation Support approach through theProduct Support Accreditation program, available to SAP customers and partners at no additional cost. Customers can be empowered to get the best out of SAPs product support tools and the Next-Generation Support approach.

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SAP Makes Support Experience Even Smarter With ML and AI - AiThority