SAP Build Apps: Creating an AI-Powered Self-Service Portal for Enhanced Customer Service

SAP Build Apps, SAP Service Cloud V2, and SAP AI Core are used to create an AI-powered self-service portal. The portal allows customers to log in, upload images, and submit service requests with AI-generated context. Agents receive enriched ticket information, including AI-detected objects or issues and sentiment analysis. This reduces manual effort, improves accuracy, and accelerates resolution time.

SAP Build Apps, SAP Service Cloud V2, and SAP AI Core are being utilized to create an AI-powered self-service portal. This innovative solution allows customers to log in, upload images of their issues, and submit service requests with AI-generated context. The portal significantly reduces manual effort, improves accuracy, and accelerates resolution time by providing agents with enriched ticket information, including AI-detected objects or issues and sentiment analysis [1].

The self-service portal, built using SAP Build Apps, allows users to log in, fill out a lightweight form, and upload an image of their problem. The image is then analyzed using SAP AI Core, which detects key objects or issues and merges the findings into the case description. This provides agents with a richer context when they receive the ticket. Additionally, sentiment analysis is performed on the user’s text, helping to auto-prioritize and categorize the case [1].

SAP Service Cloud V2 manages and tracks customer service cases, while SAP AI Core automates image analysis and sentiment analysis to enhance ticket information. This integrated approach leverages the power of AI to streamline the customer service process and improve overall efficiency.

The solution demonstrates how SAP BTP Destinations can be used to create a pure destination-driven integration between SAP Build Apps, SAP AI Core, and SAP Service Cloud V2. By eliminating the need for custom middleware, the architecture remains lightweight and still enables AI-powered case creation with images, sentiment, and prioritization [1].

This innovative use of SAP technologies highlights the potential for AI to transform customer service, providing a more efficient and effective way to handle service requests. As companies continue to seek ways to improve customer satisfaction and reduce operational costs, solutions like this AI-powered self-service portal are likely to become increasingly important.

References:
[1] https://community.sap.com/t5/crm-and-cx-blog-posts-by-members/ai-powered-self-service-portal-with-sap-build-apps-and-sap-service-cloud-v2/ba-p/14182133