This lesson explains how to configure Business Information Extraction scenarios using Generative AI within SAP Enterprise Service Management (ESM). It guides administrators through the necessary steps to activate and set up extraction scenarios, map relevant Case fields, and link business documents to Case types. These configurations enable the automatic extraction of key data from Case content and attachments, streamlining business processes such as memo requests, dispute management, and more.
Note
Pre-requisite:
The following section is optional and only applicable if your organization has subscribed to the SAP AI Units license.
Configuring Business Information Extraction
The first activity that you as an Administrator must perform, once you have addressed the commercial and technical pre-requisite, is to activate and configure the business information extraction at the following path: Settings -> All Settings -> Machine Learning -> Generative AI -> Business Information Extraction.
Each extraction scenario you define can have a different scope and business purpose. For example, you can define an extraction scenario for the following:
Create a debit or credit memo request
Dispute Management
Invoice
Payment advice
and others …
The main goal is to use information within the Case, such as the Case description and subject, plus attached documents, and map that information to the corresponding business document attributes of the target back-end system. This field mapping activity is required as part of the Input Options within the business document settings.
The next image shows an example of existing scenarios within the business information extraction AI capability of SAP ESM. New scenarios can be created by selecting on the plus icon.
Once the business information extraction scenario within the Generative AI section is activated and defined, you as an Administrator can move to the configuration of the corresponding business document extraction settings at the following path: Settings -> All Settings -> Enterprise Service -> Business Document.
Select the existing business document from the list, enter the desired version and navigate to the Input Options Tab.
Select the business information extraction scenario activated previously from the drop-down-list, and mark which Case fields must be extracted, from the following options: Case Subject and Case Description.
The next image shows an example of the "Create Memo Request" scenario where the Subject and Description fields from Case are selected for extraction.
By selecting the gear icon, you can define a rule with the condition that must be met for triggering the selected business information extraction scenario when a case gets processed by agents. The subject and description can be extracted from the case and a confidence level will be displayed as well next to the related data, to help agents take further action while handling the case.
Once you have completed the field mapping, select the Save button.
If no additional configuration is required, you can now go back to the Designer Tab and select the Validate button. If there are no inconsistencies, the business document can be activated.
