Using AI in SAP Service Cloud Version 2

Case summary allows you to quickly summarize and translate Cases in SAP Service Cloud Version 2. Case summary generates a summary from all the inbound and outbound interactions between the customer and service agent in a Case. It also displays the summary, summarizing the interactions to avoid scrolling through each interaction.

Watch the following short video that demonstrates how to use case summary.

The video demonstrates how to summarize and translate cases using the Case Summary feature in SAP Service Cloud Version 2.

Email drafter allows you to quickly write an email to a customer using; style, tone and length. It allows service agents to autogenerate an email response to be sent to the customer. It is powered by ML, the system will draft an email response, which a service agent can then edit based on their requirements.

AI functionality can use data from the service process to generate customer inquiry responses, create knowledge base articles from cases, and other valuable information for the service employee's respective service manager.

Here are some of the key AI features in SAP Service Cloud Version 2:

Intelligent Ticketing:

• Automated Ticket Categorization: AI algorithms automatically categorize incoming service tickets based on their content, ensuring they are routed to the appropriate department or agent.
• Priority Prediction: Machine learning models predict the priority of service tickets, helping agents focus on the most critical issues first.

Chatbots and Virtual Assistants:

• Conversational AI: Integrated chatbots handle routine inquiries and tasks, freeing up human agents for more complex issues. These chatbots use NLP to understand and respond to customer queries.
• Contextual Understanding: AI-driven virtual assistants can maintain context across interactions, providing more coherent and relevant responses.

Intelligent Q&A:

• Customer Sentiment Detection: AI tools analyze customer communications (emails, chat transcripts, etc.) to detect sentiment, enabling agents to tailor their responses appropriately and identify potential issues early. E.g. E-Mail Drafter for E-Mail Responses.

Recommendation Engine:

• Next Best Actions: AI recommends the best next actions for agents based on the context of the interaction and historical data, improving resolution times and customer satisfaction.
• Knowledge Base Suggestions: The system suggests relevant knowledge base articles and solutions to agents during customer interactions.

• Automated Workflows:

  • Process Automation: AI automates repetitive tasks such as ticket assignment, follow-up reminders, and escalation procedures, reducing manual effort and error rates.

• Enhanced Reporting and Insights:

  • Advanced Analytics: AI-driven analytics provide deeper insights into service performance, customer behavior, and operational efficiency.
  • Customizable Dashboards: Users can create dashboards with AI-generated insights tailored to specific business needs.

• Personalized Customer Experience:

  • Customer Profiling: AI builds detailed customer profiles based on interaction history, preferences, and behaviors, enabling more personalized service.
  • Dynamic Content Delivery: Personalized content and solutions are delivered to customers based on their unique profiles and current context.

• Account synopsis:

  • Uses a large language model to provide a summary of major customer aspects.

These AI features collectively aim to enhance the efficiency and effectiveness of customer service operations in SAP Service Cloud Version 2, ultimately leading to higher customer satisfaction and loyalty.

In this lesson, we explored the AI-driven features of SAP Service Cloud Version 2 that enhance customer service and improve operational efficiency. We demonstrated the utilization of two new features; Case Summary and Email Drafter. The case summary provides a brief overview of customer-agent interactions, while the email drafter aids in generating customer emails. In the next lesson, we will explore the customer service process and how the intelligent AI capabilities of SAP Service Cloud Version 2 can enhance each step.