SAP Innovation Center Network is making machine learning solutions smarter to help companies solve an endless variety of business problems across departments from retail to HR.
You’re familiar with self-driving cars. Well, SAP engineers self-driving enterprises.
How is the company doing that? How do its solutions become intelligent through machine learning? And which use cases are suitable?
“We’ll never run out of ideas for compelling machine learning use cases,” says Daniel Dahlmeier, the Singapore-based machine learning expert.
At the SAP Innovation Center Network location in Singapore, Dahlmeier leads a team that works on machine learning solutions for sales and service. One of these is SAP Service Ticket Intelligence, which automatically categorizes customer service tickets, routes them to the right agent, and provides the agent with recommendations for solving the issue at hand. The more tickets the solution processes and the more user feedback it receives, the more efficient it becomes. In short, it learns as it goes along.
“It’s in processing this unstructured data in customer tickets that the strengths of machine learning really come into their own,” explains Dahlmeier. “Thanks to built-in machine learning algorithms, the model understands the semantics of the tickets, is able to recognize similarities, and improves over time. That’s just not possible with conventional programming.”
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