SAP Enterprise Service Management, case type determination

Determine the case type during the conversion of email to case.

Overview

During the conversion of emails to cases, the case type determination model analyzes subject and description. It then establishes the case type for the case creation. The system inputs the determined case type into the case, initiating the case creation process.

Benefits

Improve agent productivity
Empower agents to solve cases faster
Increase service efficiency and improve customer satisfaction

Details

Solution type

AI Feature

Plans and pricing

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