Integrating AI into SAP Service Cloud Version 2

Base AI (Intelligent Service)

With Base AI (Intelligent Services) you can categorize your cases and improve your accuracy. Intelligent Services predict the case category and recommends similar cases that can provide you with potential answers for the customer issue. The solution can scan the case text to identify sentiment, translate case text, and identify profane language. The model constantly captures feedback to be retrained for improved accuracy over time.

For Base AI no additional licences are needed and are included in SAP service Cloud Version 2.

Base AI Tools

In the following, we will explain the most important Base AI tools for service processes.

• Similar Case Recommendation

The machine learning algorithm scans the subject and description of categorized cases over the last 12 months and returns the top three most similar cases to the current case. The model learns the semantic relationship of words in the description and subject text and uses this context to find cases similar to the current case. This semantic, sentence-level representation of case text yields more accurate results than a simple keyword search. You can check similar cases for possible solutions to the current case.

• Case Categorization

The system analyzes your past cases and category catalog to learn how cases are categorized in your organization. Once you train and activate the model and if the confidence thresholds are met, the system automatically populates the proposals into the case category.

• Case Summarization

Case summarization is displayed in the General tab. With the case summarization button, the system generates an overall summary of the Case.

• Intelligent Q&A: helps you find answers to any of your business questions about products, customers, meetings, or cases, and provides you with an AI-generated response.
• Meetings: helps you to view your upcoming and past meetings, and includes all the meeting details.
• Create Knowledge Base Article: helps you to create a knowledge base article from the content of a case.
• Summarize a Meeting: helps you to summarize a meeting with a customer or colleague.
• Write a Follow-up Email from a Meeting: helps you to generate a follow-up email from a recorded meeting.
• Create an Account Summary: helps you to generate an overview of a customer's account from data in SAP Service Cloud Version 2.
• Scheduling: helps you to quickly and easily schedule a meeting with a customer, by providing them with several time options to choose from.

Smart Actions AI refers to the artificial intelligence-powered features that enable intelligent automation and decision-making within the customer service and support processes. Once you have integrated the CX toolkit with SAP Service Cloud Version 2, the system shows an icon on the shell bar. By clicking the (CX AI Toolkit) icon, an embedded side panel opens from the right side of the solution, allowing you to adjust its width using drag and drop.

As an administrator, you can create your own AI tools if the available AI tools are not sufficient. This can be done with the AI Tool Builder, which can be used for Service Cloud Version 2 as a source application.

In this lesson, we learned about the different types of AI available in SAP Service Cloud Version 2, including Base AI (Intelligent Service) for case categorization and summarization, Generative AI for email drafting, and the CX AI Toolkit for intelligent Q&A, meetings, and scheduling. We also discussed how to activate and configure these AI tools within the system. Finally, we explored the Smart Actions AI, which enables intelligent automation and decision-making within customer service and support processes.