The article highlights SAP's Incident Solution Matching (ISM) as an example of AI-infused support recommenders in business software. ISM uses machine learning and large language models to propose relevant solutions from SAP's knowledge base, improving the relevance of recommendations by over 25%. This system enhances the support experience for customers by reducing downtimes and resolution times, and increasing productivity.
Key takeaways:
- Recommenders, powered by AI and data, provide personalized experiences based on previous searches, purchases, and clicks, enhancing the customer's digital shopping experience.
- Recommenders are not just limited to the purchasing experience but extend across the customer lifecycle, including post-purchase support scenarios.
- Digital recommenders in customer support can propose FAQs, provide AI-driven chatbot responses, suggest best resolutions based on past cases, offer escalation paths, and categorize support tickets.
- SAP's Get Support application uses AI-integrated service, Incident Solution Matching (ISM), to improve real-time support capabilities, providing relevant solutions by analyzing case data, improving recommendation relevance and accuracy by over 25%.