Developing prototypes for next-generation scenarios such as machine learning, big data and IoT
Save time with personalised support
Our experts ensure a timely release with short reaction and solution times. We rely exclusively on permanent employees in Germany for our support and do not use offshore resources for our call-in.
SAP AMS or SAP Support? What are the differences? Are there any at all? What support does my company need? We want to clarify, because the differences and added values of these SAP services often cause confusion among SAP users. Even if you do detailed Google searches - SAP partners and SAP itself do not entirely agree on how the SAP Application Management Services and SAP Support differ.
Landscape strategy and architecture
We already offer AI- and Machine Learning-based support tools such as Automatic Translation to automatically translate SAP Notes and SAP Knowledge Base Articles. Built-in support and the digital support assistant will also become an integral part for our users. Customers want seamless support no matter where and on which device, and no matter what "channel". The intelligent merging of all channels, including mobile devices and social media, will give customers multiple ways to access support. Our vision is to have omnichannel access to our support, and to continue to develop new tools and pioneering solutions in co-innovation with our customers. Support will become more proactive and identify critical situations at an early stage - support will be delivered to the customer, not vice versa. Artificial intelligence and machine learning will further improve and simplify the support experience for customers, making the answers both faster and better. Intelligent ALM tools will provide fully automatic performance. We are constantly on the ball - our customers can expect a lot of innovation in SAP support in the future.
The opportunities offered to us and our customers by these new technologies are still in their infancy. We expect a lot to happen in this area in the next few years. We're already showing where the journey is with our Built-in Support today. Support is integrated into the product via SAP CoPilot. Artificial intelligence ensures that the customer can talk to the system - keyword Conversational AI. In the background, the Digital Support Assistant uses the system context and other data to provide quick answers to technical customer questions. In the future, some questions will not even be asked, because the customer in the application already gets the necessary support and hints through his digital assistant to avoid possible problems. For SAP S4/HANA Cloud applications, we have been offering build-in support since this year's SAPPHIRE and are now expanding the range of services. We have already identified a number of scenarios where artificial intelligence can add significant value. Incident Solution Matching, a machine learning-based search for solutions, is already in operation within SAP and will soon be available to customers.
A useful product - "Shortcut for SAP Systems" - is available for SAP Support employees.
We will arrange an expert session with you to address the root cause analysis of your problem and work together to find a sustainable solution.
It would be ideal if the support gets a screenshot of the GUI beside the user's comment and additional parameter information, which system etc. Perhaps the information, how important this activity is, which can not be performed at the moment.