How Service Teams Can Respond Faster with SAP Business AI

This blog is based on one of the use cases from the UNITED VARS Insight Brief ‘AI Across Borders: What Works, What Fails, and Why’.

“AI doesn’t fix a broken process. The foundation has to be good data and well-designed workflows. Once those are in place, AI can raise efficiency and take over the steps that slow your team down.” – Sascha Weissenborn, Presales Consultant, All for One CX 

Hunting for Answers in Scattered Systems

Many customer service operations in mid-sized organizations are using inefficient manual processes to deal with requests, and so are failing to meet customer expectations for fast, accurate responses.

Sascha Weissenborn is a Presales Consultant at All for One CX, a member of the UNITED VARS alliance. He has been working on solving this problem with mid-market organizations across the DACH region.

Every customer request starts the same way: someone has to read it, decide where it belongs, tag it, and send it off to the right team. Customer service agents can spend hours hunting through scattered systems trying to piece together an answer.

For global teams trying to run a centralized service, language can add complexity because a mistranslated, or misunderstood, phrase can slow everything down.

DOWNLOAD THE FULL AI INSIGHT BRIEF HERE →

SAP Sales and Service Cloud’s Built-in AI

Sascha’s team at All for One CX deploys the built-in AI capabilities in SAP Sales and Service Cloud as the starting point. The AI works with data already in the client’s SAP system so it’s faster to activate:

• Incoming requests are classified and routed automatically
• Customer service agents review AI-generated response drafts, rather than writing from scratch
• A knowledge Q&A layer lets agents query internal documents in plain language and any answers they receive come with source references
• A centralized team can handle customer inquiries across countries without needing local language cover

Based on projections from All for One CX customer engagements, average handling time is expected can fall by up to 20%, with agent ticket capacity increasing by 10 to 30%.

Scaling AI Globally

“You can’t put a global process on every region without understanding why things work differently in certain places. Bring everyone to the table early. Find out what can genuinely be harmonized and what has to stay local. UNITED VARS members can advise you in this for each country you operate in.” – Sascha Weissenborn, Presales Consultant, All for One CX

When organizations are ready to scale further, the governance work must happen before go-live. There’s so much that will vary between markets: Role-based access, auditability, privacy requirements, automated messaging rules, works council expectations, and more.

All for One CX handles that work across the DACH region. When rolling out to other markets, UNITED VARS members in each of those countries will adapt SAP systems and AI solutions to local regulations and requirements.

AI Across Borders: What Works, What Fails, and Why

This use case is one of the examples of successful global AI from the UNITED VARS Insight Brief, ‘AI Across Borders: What Works, What Fails, and Why’.

This AI Insight Brief is useful for UNITED VARS members and their clients: CIOs, CFOs, and technical project leaders at mid-market global companies.

Download it here for insights from our global alliance into successfully scaling AI.

Mid-sized companies should go global without losing speed or local identity. UNITED VARS brings together hand-picked local market leaders with real people on the ground in 100+ countries to remove legal, cultural, and language barriers. As a strategic alliance, UNITED VARS provides clear accountability from start to finish. UNITED VARS is the world's only SAP Platinum Partner alliance, delivering end-to-end SAP services for the mid-market.

stronger than one.