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Similar a SAP TechEd 2019 AI Driven Automation at SAP Product Support (Session DS98095)(20)

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SAP TechEd 2019 AI Driven Automation at SAP Product Support (Session DS98095)

  1. PUBLIC Bernhard Luecke, Head of Support Sales & Procure October 8, 2019 Discover the Future of AI-Driven Automated Support
  2. 2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Our vision of the digital support experience You should never have to ask a question. Our collective focus with product development is to achieve high-quality, intuitive products that anticipate your needs. If you have questions, it’s quick and easy to get answers. Access to SAP’s comprehensive knowledge base notably accelerates your path to accurate answers when you need them. Our support experts will provide you with solutions quickly. Our highly skilled engineers collaborate with you to help ensure you are successful – providing fast, easy access to the answers you need. Accelerate Anticipate Collaborate
  3. 3PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Live Business needs live support Next-Generation Support for the intelligent enterprise +Traditional SAP support Industry-leading proactive and preventive support across all deployment scenarios Next-Generation Support Groundbreaking support for the intelligent enterprise Self-service and incident prevention to avoid incidents Real-time interaction to speed your time to issue resolution Digital support experience to seamlessly integrate with built-in support Artificial intelligence and machine learning to accelerate paths to relevant answers
  4. 4PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Resolve your issues faster Streamline problem-solving flows to drive reductions in both support time and time to resolve issues faster Eliminate Redundancies Drive greater incident automation for activities such as file upload and analysis Reduce your effort Taking customer effort out of the incident process increases satisfaction and support effectiveness Service Automation Key Goals
  5. 5PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ The redesigned incident creation application guides you to solve a technical product issue in real time or reach out to SAP experts with relevant information through a modern, AI-enabled framework. Digital support experience Incident creation application ▪ The incident creation application provides a central user interface for several integrated Next-Generation Support features ▪ It is used by over 50,000 unique visitors daily ▪ Newly designed features are based on customer feedback and research ▪ For detailed information also visit here Overview Preview ▪ Simplified and intuitive design ▪ Optimized user experience ▪ Real-time log file suggestions and analysis ▪ AI-enabled Incident Solution Matching and component predictor functionalities provide real-time solutions ▪ Support assistant uses tree structures to help you step through a series of questions that narrow down to the problem area, meanwhile recommending solutions Benefits  Accessible through the SAP ONE Support Launchpad  Add the tile ‘Report an incident’ to your My Home- Screen in SAP ONE Support Launchpad Access
  6. Support assistant (Demo) The Support assistant guides customers through a few simple questions about their issue to help categorize the type of issue they are having. As the issue gets categorized, it suggests more relevant content (KBAs, SAP Notes, wikis, and more) to help you
  7. 7PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  8. 8PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  9. 9PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  10. 10PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  11. 11PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  12. 12PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  13. 13PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  14. 14PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  15. 15PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  16. 16PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  17. 17PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  18. 18PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  19. 19PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  20. 20PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  21. 21PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  22. 22PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  23. 23PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  24. 24PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  25. Log file suggestions and analysis A self-service tool that allows you to automatically scan different types of files for issues and recommendations. It scans text based files such as log traces, configuration files, properties files, and more. It is also available as a standalone tool.
  26. 34PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  27. 35PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  28. 36PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  29. 37PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  30. 38PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
  31. 39PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Detailed Analysis Report is automatically attached to the incident
  32. 40PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Report contains all alert, solutions and important log file entries detected
  33. AI Technology – a glance
  34. 42PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Incident Solution Matching automatically proposes solutions based on incident data (e.g. incident description) in the incident creation form and the view or edit form of open incidents in SAP ONE Support Launchpad. Artificial intelligence and machine learning Incident Solution Matching ▪ A new machine learning service based on Artificial Intelligence (AI) technology ▪ Automatically recommends solutions from SAP Notes and SAP Knowledge Base Articles when you create a new incident or view/edit an open incident ▪ Potential matches are ranked according to their semantic relevance based on incident data ▪ Accelerates the process of finding relevant solutions by learning from past incidents Overview PreviewBenefits ▪ Simply access the SAP ONE Support Launchpad ▪ Go to the incident creation form ▪ Describe your issue as concisely as possible ▪ Automatically receive suggested solutions ranked in order of relevance in the right pane ▪ Select a component to further refine the results ▪ Access your incidents inbox and open an existing incident to view or edit ▪ Automatically receive suggested solutions ranked in order of relevance in the right pane of the open incident Access ▪ Faster resolution time by receiving proposed solutions for your issue ▪ Find relevant SAP Notes and SAP Knowledge Base Articles in one quick step without manual searching effort ▪ The more you use Incident Solution Matching, the more relevant the recommendations become
  35. 43PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Incident Solution Matching Machine learning service for Product Support Customer interaction Self-improving features permanent algorithm retraining Solution delivered “Delight customers. Always.” Machine learning powered algorithms Specifically engineered processing SAP Notes & SAP Knowledge Base Articles Data-driven analysis Incident Solution Matching Machine Learning
  36. 44PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Solutions are identified using tf-idf (term frequency–inverse document frequency) and then ranked/filtered using various signals allowing for further optimizations and specific tasks. Incident classification under the hood “Our HANA instance ran into a HANA OOM problem.” Term # Doc # HANA 2 20 Instance 1 50 Run 1 100 OOM 1 60 problem 1 150 Term Tf-idf HANA 0.1 Instance 0.02 Run 0.01 OOM 0.017 problem 0.007 𝑆𝑜𝑟𝑡𝑒𝑑 = 𝐻𝐴𝑁𝐴, 𝐼𝑛𝑠𝑡𝑎𝑛𝑐𝑒, … tokenize Stem/ stop words frequency tf-idf cosine similarity filter re-rank using ML model {“Our”, ”HANA”, ”instance”, ”ran”, ”into”, ”a”, ”HANA”, ”OOM”, ”problem”} {“Our”, ”HANA”, ”instance”, ”run”, ”in”, ”a”, ”HANA”, ”OOM”, ”problem”}
  37. 45PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ Discover the Future of AI-Driven Automated Support Use the newly redesigned incident creation application now available through the SAP ONE Support Launchpad In Summary
  38. Thank you. Contact information: Bernhard Luecke Head of Support Sales and Procure bernhard.luecke@sap.com
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