SAP Enterprise Service Management, case categorization
Automate the case categorization process.
Overview
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.
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
SAP Enterprise Service Management, case categorization
Details:
AI Units are not currently required to use this AI offering in the underlying Cloud Service. This is subject to change.
You must have the base product in order to activate this solution.
- Contract duration available upon request
Details:
AI Units are not currently required to use this AI offering in the underlying Cloud Service. This is subject to change.
You must have the base product in order to activate this solution.
Technical Information
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Resources
Initial Setup - SAP Help Portal
Product - SAP Help Portal
Product - Feature Scope Description
Product - What's New
SAP Enterprise Service Management, case categorization
