Internal ticket handling can be an issue for many companies. Often, ERP-System are complex and thus, IT ticket response time is slow due to the high manual effort involved. In turn, this keeps users waiting to get their issues resolved. Additionally, many companies still operate on costly and ineffective work processes. Even if businesses want to speed things up, the increased pressure to do more with less (less people, less time, less operational budget) can stand in the way of making the necessary progress.
Of course, not an ideal starting situation, but one that can be fixed by using combined intelligent services.
Two companies that have done exactly that are NHK Spring Co, LTD and Hewlett Packard Enterprise (HPE).
Both firms use a solution from the SAP AI Business Services portfolio: Service Ticket Intelligence, a microservice on top of SAP Business Technology Platform with flexibility to integrate with various SAP and non-SAP offerings.
Service Ticket Intelligence is part of the SAP AI Business Services portfolio. Leveraging machine learning algorithms built using historical service interaction, Service Ticket Intelligence improves the efficiency for ticket handling of external customer service centers and internal shared service centers. It supports the service team’s ability to handle larger volumes of service interactions by providing automatic ticket classification and recommended solutions.
For fully integrated scenarios and to increase the automation rate of business processes, the service can also be combined with SAP Intelligent Robotic Process Automation and SAP Conversational AI.
If you are interested in more details about Service Ticket Intelligence, you should check out these two blogposts by my colleagues:
NHK Spring Co, LTD.
offers quality spring suspension solutions, operating a global group network out of Japan. NHK implemented Service Ticket Intelligence to reduce manual ticket management and communication. Now their chatbot and ticketing system provides automatic incident user proposals based on the information given initially. Assisted by SAP Innovation Services, the implementation took only 2 months. With the help of Service Ticket Intelligence, NHK Spring Co, LTD. significantly improved internal ticket handling efficiency and subsequently user satisfaction.
Hewlett Packard Enterprise (HPE)
is a global, edge-to-cloud and platform-as-a-service company. HPE used the business operations self-healing service as part of SAP MaxAttention™ services to simplify its IT processes. Automation was supported with a prepackaged AI platform