Find solutions from similar cases from the past and apply to the current case.

Name: SAP Enterprise Service Management, Similar Case Recommendation
Brand: SAP SE

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.

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Overview

Agent Efficiency Gain

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

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titleSAP Enterprise Service Management, Similar Case Recommendation

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Details:
- AI Units are not currently required to use this AI offering in the underlying Cloud Service. This is subject to change.

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