Find solutions from previous similar cases that can be applied to your case.
The feature 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.
Overview
Support Productivity
Improve agent productivity
Faster Case Resolution for Agents
Empower agents to solve cases faster
Service Efficiency & Satisfaction Increase
Increase service efficiency and improve customer satisfaction
Details
Solution type
AI Feature
Plans and pricing
Choose a base plan
SAP Service Cloud Version 2, Similar Case Recommendation
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Details:
- AI Units are currently required to use this AI offering in the underlying Cloud Service. Click here to learn more about AI Units.
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Payment methods:
- Click on “Activate with AI Units” to enable this AI Feature.
- Contract duration available upon request
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Details:
- AI Units are currently required to use this AI offering in the underlying Cloud Service. Click here to learn more about AI Units.
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Payment methods:
- Click on “Activate with AI Units” to enable this AI Feature.
Technical Information
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Resources
Initial Setup - SAP Help Portal
Product - SAP Help Portal
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