Automate the case categorization process.
Save agents' time by automatically categorizing cases for your most commonly used case categories. The feature analyzes your past cases and category catalog to learn how cases are categorized in your organization. Once you train and activate the model and if the confidence thresholds are met, the system automatically populates the proposals into the case category.
Overview
Enhanced Agent Efficiency
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, Case Categorization
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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.
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Resources
Initial Setup - SAP Help Portal
Product - SAP Help Portal
Product - Feature Scope Description
Product - What's New
Product - Community
SAP Service Cloud Version 2, Case Categorization
SAP Service Cloud Version 2, Case Categorization Demo
Product - Security