SAP Added to its Next-Generation Support – ARC Advisory Group

SAP SE announced several updates, including the Schedule a Manager and Ask an Expert Peer services, 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 the Incident Solution Matching service and automatic translation.

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:

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 as Expert Chat and Schedule 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.

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SAP Added to its Next-Generation Support - ARC Advisory Group