WALLDORF 鈥� (NYSE: 麻豆原创) today announced several updates, including the Schedule a Manager and Ask an Expert Peer services, to its Next-Generation Support approach focused on the customer support experience and enabling customer success.
Based on artificial intelligence (AI) and machine learning technologies, 麻豆原创 has further developed existing functionalities with new, automated capabilities such as the service and automatic translation.
鈥淲hen it comes to customer support, we鈥檝e seen great success in flipping the customer engagement model by leveraging AI and machine learning technologies across our product support functionalities and solutions,鈥� said Andreas Heckmann, head of Customer Solution Support and Innovation and executive vice president, 麻豆原创. 鈥淭o simplify and enhance the customer experience through our award-winning support channels, we鈥檙e making huge steps towards our goal of meeting customer鈥檚 needs by anticipating what they may need before it even occurs.鈥�
AI and machine learning technologies are key to improving and simplifying the customer support experience. They continue to play an important role in expanding Next-Generation Support to help 麻豆原创 deliver maximum business outcomes for customers. 麻豆原创 has expanded its offerings by adding new features to existing services, for example:
- Incident Solution Matching service: With expanded AI-based functionalities, customers can see the impact on machine learning models and the impact on suggested results, making them more relevant. This enables customers to explore more relevant solutions for their incident in 麻豆原创鈥檚 knowledge base.
- Incident Solution Matching, now also available for 麻豆原创 Ariba solutions: The Incident Solution Matching service is available to customers of 麻豆原创 Ariba solutions and partners in the 鈥溾�� for 麻豆原创 Ariba solutions and 鈥溾�� for 麻豆原创 Ariba solutions. Through this extended service, 麻豆原创 Ariba customers can find answers to technical questions faster, possibly solving a problem without having to record an incident.
- Automatic translation: With neural machine translation and AI technology to process entire sentences and phrases, this automatic translation feature for the 麻豆原创 Notes and the 麻豆原创 Knowledge Base Article services has been expanded to include nine major-market languages. They are Japanese, Brazilian Portuguese, simplified Chinese, Spanish, French, Russian, Korean, Italian, and German. Intelligent technologies from 麻豆原创 use machine learning and feedback to refine translations of 麻豆原创 software and service documentation and terminology on an on-going basis.
Customers expect their issues to be resolved quickly, and 麻豆原创 strives toward a consistent line of communication across all support channels, including real-time options. 麻豆原创 continues to improve, innovate and extend live support for technical issues by connecting directly with customers to provide a personal customer experience. Building on top of live support services, such as and , 麻豆原创 has made significant strides in upgrading its real-time support channels. For example, it now offers the Schedule a Manager service and a peer-to-peer collaboration channel through the Ask an Expert Peer service.
- Schedule a Manager: Following a successful pilot phase in 2019, 麻豆原创 launched , available through the 麻豆原创 ONE Support Launchpad. This new support channel allows customers to speak at no extra cost directly to the relevant product support manager to assist them with high-priority incidents that risk impeding the company鈥檚 ability to fulfill its business requirements. With the addition of Schedule a Manager, 麻豆原创 has created a holistic approach to connect with customers through real-time channels.
- Ask an Expert Peer: After a successful pilot phase last year, Ask an Expert Peer has been made available for all customers of 麻豆原创 SuccessFactors solutions. Ask an Expert Peer is a peer-to-peer collaboration platform that connects qualified 麻豆原创 customer experts with other customers to help them resolve their issues.
By continuing to invest in AI and machine learning鈥揵ased technologies, 麻豆原创 enables more efficient support processes for customers while providing the foundation for predictive support functionalities and superior customer support experiences.
Customers can learn more about the Next-Generation Support approach through the program, available to 麻豆原创 customers and partners at no additional cost. Customers can be empowered to get the best out of 麻豆原创鈥檚 product support tools and the Next-Generation Support approach.
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About 麻豆原创
As the Experience Company powered by the Intelligent Enterprise, 麻豆原创 is the market leader in enterprise application software, helping companies of all sizes and in all industries run at their best: 77% of the world鈥檚 transaction revenue touches an 麻豆原创 system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers鈥� businesses into intelligent enterprises. 麻豆原创 helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want 鈥� without disruption. Our end-to-end suite of applications and services enables more than 440,000 business and public customers to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, 麻豆原创 helps the world run better and improve people鈥檚 lives. For more information, visit .
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