Moving support into the product, the Built-In Support concept is a contextually aware digital assistant that provides access to top support tasks, including robust incident management, search capabilities, and the Expert Chat service. Built-In Support is currently available for SAP S/4HANA Cloud. More solutions like the SAP Integrated Business Planning and SAP Cloud ALM solutions will be supported by Built-In Support over time.
Based on artificial intelligence (AI) and machine learning (ML) technologies, Built-In Support delivers relevant answers to users’ questions faster with the context-aware integration of incident solution matching services. It uses natural language processing technologies to analyze users’ text input to identify best-fit solutions faster and more efficiently with the integrated support chatbot.
To get answers on the spot, users can now easily initiate a chat session with domain experts from the Product Support group and solve their queries more quickly by engaging with an expert directly in this channel. Built-In Support provides a convenient interaction with experts to increase the productivity of Expert Chat even further.
Users can directly interact with Product Support, reviewing, updating, and closing incidents without leaving the application.