麻豆原创 is moving into the second year of its transformation of support. Andreas Heckmann, executive vice president and head of Customer Solution Support and Innovation at 麻豆原创, is excited about all that鈥檚 planned. 鈥淲e鈥檙e making great progress on our comprehensive vision to serve customers better along the entire lifecycle. We look forward to providing an even better experience around customer self-services,鈥� says Heckmann. 鈥淭his year is going to be a year of getting even more prescriptive and offering even more guidance to our customers. Functionality will be substantially expanded with a lot more content added for new products.鈥�

In this conversation, Heckmann gave more details on the goals and progress of this vision.

Q: 麻豆原创 Business Transformation Center will be introduced at this year鈥檚 麻豆原创 Sapphire, held in Orlando, Florida. Can you give details on what鈥檚 planned?

A: Customers will see a first version of what we call 麻豆原创 Business Transformation Center. This is part of the business transformation suite. The focus is to support customers in the planning stage of their 麻豆原创 S/4HANA software transformation. With this, customers can simulate their transformation and plan and anticipate what the transformation could look like when complete. Let me give an example. If a customer says, 鈥淲hat will it look like if we exclude certain company codes or business data?鈥� they will see in real time what this means to the amount of data and information needing to be transformed. The ultimate result is up-front insights that help customers shape and drive their transformation planning.

Can you share what鈥檚 planned around 麻豆原创 Cloud ALM?

We鈥檒l deeply embed business process modeling capabilities of the 麻豆原创 Signavio portfolio in 鈥� our strategic cloud-based platform for customers to manage their entire application lifecycle. Customers can get access to a world-leading business process management solution to discover and adapt 麻豆原创 best practices for accelerated solution delivery. Our focus is to give customers the best possible experience for their business users.

We鈥檙e also extending access to the to our 麻豆原创 Enterprise Support on-premise and cloud edition customers at no extra cost. Our customers can use the solution to help automate testing during their 麻豆原创 projects and validate their business processes when new 麻豆原创 releases are applied to the 麻豆原创 solution landscape. We expect to seamlessly integrate the Tricentis testing capabilities with a fully automated setup within 麻豆原创 Cloud ALM. These cloud-based test automation capabilities will help ease the testing of the 麻豆原创 solutions and help facilitate the adoption of 麻豆原创 cloud product releases.

In a world where we want to innovate and deliver value to end users and customers at an always higher speed, 麻豆原创 and Tricentis are significantly lowering the barrier to test automation. I鈥檓 very satisfied with the great partnership with Tricentis. This unique solution now brings test automation capabilities fully integrated in our business transformation suite for 麻豆原创 Enterprise Support customers.

You mentioned plans for new support functionality. Can you give some examples?

We are reshaping our content and knowledge management strategy to give customers a more robust search experience that leverages artificial intelligence (AI), machine learning optimizations, and analytics functionalities. This search index scans knowledge from many different data sources during a single search. “” will be the main entry point to 麻豆原创 support and for searches. Additional features help us understand and optimize the search and knowledge relevancy at every step of the support journey.

Within , we expect to see progress on the bidirectional dialogue in and 麻豆原创 for Me. This proactive, two-way communication will help keep customers informed about news related to the solutions they are using, alert them to potential issues to watch out for, and deliver support-critical information they need to know.

Furthermore, our focus for Built-In Support is to provide predictive and preventative support. Our biggest wins are when we resolve potential problems without customers even knowing a problem might exist or could have occurred. Our AI services help us continuously improve the quality of real-time recommendations for when customers search for a solution to an issue or create a case for support.

This year, Built-In Support will expand into more 麻豆原创 solutions and will grow the functionality and adoption across our cloud solutions.

There鈥檚 also a lot going on in 麻豆原创 internally as part of the transformation of support that indirectly benefits customers. Can you describe a few of these indirect benefits?

An important internal change is that we鈥檙e increasing our capability of cross-expert interaction. More and more cases require close collaboration of various experts with different knowledge, experience, perspectives, and so on. We鈥檝e introduced an internal framework and technology that lets experts dynamically assemble and quickly collaborate on the same problem. This reduces redundancy, eliminates handover delays, and collapses the time it takes to get experts aligned. That obviously accelerates the resolution substantially for our customers.

We鈥檝e greatly improved the predictive capabilities of our cloud solutions. These predictive capabilities will give us early indications when something isn鈥檛 right. This, in turn, prompts us to start analyzing the situation and take steps to mitigate and resolve issues before the customer even recognizes or experiences problems or service degradation on their end.

These capabilities have been successfully tested and applied to a set of our solutions. This year we鈥檒l extend the reach of these technologies and onboard increasingly more solutions. Plus, we鈥檒l also integrate this more closely into our processes so our experts can respond swiftly to evolving situations.

What suggestions do you have for customers in 2023?

While our focus is to be more prescriptive and provide more guidance to our customers, it鈥檚 important that they also make an effort to stay up to speed on the things we鈥檙e doing. Follow closely on what we鈥檙e doing, embrace the new ideas and improvements, and start consuming them. It鈥檚 my motto to 鈥渄elight customers always,鈥� and we鈥檝e had the customer in mind with all the improvements that we provide and whatever we do.

Customers should talk within their organizations about how they can use all of these improvements. If you have questions, reach out to us. Let鈥檚 explore together how you can make best use of them. At the end of the day, we can invent the best features and options, but if customers stick to their old ways and don鈥檛 embrace new approaches, they鈥檙e missing out on the many benefits that can make their work lives easier. That would be a shame.

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Regina Postman is part of Customer Solution Support and Innovation Communications at 麻豆原创.

When we started to talk, Andreas Heckmann, executive vice president and head of Customer Solution Support & Innovation at 麻豆原创, stated, 鈥淎lthough it was one of the most challenging years in my professional history, it was still a year filled with opportunities. We are seeing traction in the transformation of customer support I described 11 months ago, and we delivered a great amount of product innovations to our customers.鈥�

In this interview, Heckmann gives insight into how the transformation is continuing.

Q: How has 2022 been going for you in the transformation?

A: I鈥檓 proud of the notable, award-winning product releases that are directly relevant to supporting economic needs and helping with sustainability. Take, for example, the solution. We鈥檙e enabling agribusinesses to tap into their vast source of farming data by leveraging data science and machine learning. This farming intelligence helps them leverage processes and services to better forecast and increase farming yields and quality. It will also help them use the right balance of water resources and help keep fertilizer and crop protection to a minimum. This will help agribusinesses play their part in becoming more sustainable and efficient.

Let me also point out the Hasso Plattner Founders鈥� Award-winning . It鈥檚 helping prevent pharmaceutical drug counterfeiting by enabling traceability and verification of products. With an estimated 50% or more of drugs in Africa being counterfeit, this product is definitely helping businesses to protect their intellectual property and, more importantly, people鈥檚 health and lives.

Another exciting sustainability-focused app release this year is the . In this project, we developed a solution extension to help neutralize carbon emissions. Our customers can access data collected from business travel and consider ways to watch their carbon footprint.

All of these solutions make me proud of our Customer Solution Support & Innovation organization and underscores the many ways we have our customers鈥� goals and priorities front of mind.

With 麻豆原创 Cloud ALM being available for a while now, how do you see it being taken up?

is the strategic platform to help customers manage their entire application lifecycle, both on premise and in the cloud. We will close out this year seeing quite an amazing uptake and increasingly more customers using the solution to help implement and operate their cloud and hybrid environments. There鈥檚 a big uptake on 麻豆原创 Cloud ALM, with functions being used more intensely for managing project teams and business processes. And it鈥檚 also getting third-party products integrated to give customers even more access to content such as guidance, tools, and checklists for their implementation projects and operations.

What progress are you making around Real-Time Support during this transformation?

We鈥檙e seeing momentum in continuously transforming the support experience for customers towards a more personalized and preventative experience. This could be when they search for a support answer in or , or when they report an issue. At the beginning of this year, we received a for the innovative way we鈥檙e capturing our customer problems in a structured and guided fashion. It鈥檚 what we call support assistant. This assistant guides customers through the process of logging an incident. Machine learning functionality suggests answers from our knowledge repositories along the way. Often the answer is found in the first bunch of suggestions and no incident needs to be created.

If no answer can be provided instantaneously, the incident information collected is packaged for a support engineer to process further during a or a scheduled appointment. We found that real-time interactions get completed on average within 30 minutes and two of every three issues are solved in the first chat. And these interactions support nine different languages, allowing for multi-language dialogues in real time. For either way the customer decides to go, the support assistant and help customers get their issues resolved much more quickly and efficiently.

Now imagine, we鈥檙e already working on the next generation of the entire support experience for customers to look forward to. With Built-In Support, we鈥檙e making significant progress as the tool for continuous two-way dialogue with customers. It鈥檚 our goal to proactively notify customers about critical issues or relevant new features and to take care of any potential problem before a customer becomes aware of it. We鈥檙e also eagerly awaiting the go-live of our new customer facing portal, 麻豆原创 for Me, with its completely redesigned user experience.

麻豆原创 is getting into customer-centric observability. What does this mean?

Customers trust us with their critical business processes. Service availability is the foundation of that trust and naturally a prime topic for us. We see it as a prerequisite for customer success. A focus of our transformation is to become more predictive and proactive. It鈥檚 what we鈥檙e calling customer-centric observability. This is a methodology that focuses on observing real user experience and outcomes to get advanced warnings ahead of customer-reported incidents and to quickly react upon them. By monitoring 1.5 billion system actions daily, we鈥檙e proactively watching for potential issues and preventing them from happening.

What can we expect for 2023?

Personally, I’m excited to see the launch of the bi-directional dialogue in Built-In Support and 麻豆原创 for Me. This means customers can look forward to getting an even better support experience in 2023. In addition, they should expect to get significantly improved results and optimized recommendations when searching for solutions or creating incident tickets for support. Plus, there will be more times when potential problems are resolved without customers even knowing any problems existed. While we will certainly not be done next year, given all we鈥檝e planned for our customers, I鈥檓 confident that we鈥檒l already begin reaping the harvest.

Follow Andreas Heckmann on and .
Regina Postman is part of Customer Solution Support & Innovation Communications at 麻豆原创.

Let me describe three big examples of innovation developed to make your lives easier: continuous updates that are no longer disruptive to the business; artificial intelligence (AI) and machine learning that produce more precise search results; and real-time support at your fingertips that is built into your application.

Continuous Updates That Are No Longer Disruptive

System updates are important as they provide new or improved functionality, enhance stability and security, and enrich the user experience. However, what鈥檚 been a challenge in the past for on-premise software is the downtime, test efforts, and spike in system issues that often followed a bigger release cycle. For cloud solutions, you should 鈥� and already can 鈥� expect ready-to-use, manageable updates with minimum disruption.

With the , our application lifecycle management platform developed on 麻豆原创 Business Technology Platform (麻豆原创 BTP), we solved that issue by introducing 鈥渄eploy with confidence鈥� as a new way of how we develop this solution. Deploy with confidence works to increase developer productivity and helps ensure high quality while delivering daily system updates. From a technical side, it incorporates many development tools to help automate the daily deliveries of multi-microservice software-as-a-service applications like 麻豆原创 Cloud ALM.

All this allows us to provide regular feature updates to 麻豆原创 Cloud ALM with daily deployment and enables a robust lifecycle without disruption or downtime. Additionally, as our teams are in continuous exchange with customers using 麻豆原创 Cloud ALM, we can quickly bring their feedback into the solution to further improve our software quality. Introducing deploy with confidence as the development method for 麻豆原创 Cloud ALM is a great example where we as a team leveraged innovation to increase productivity and quality while at the same time lifting customer experience to a whole new level.

AI and Machine Learning: More Precise Search Results

Continuous updates are one thing. What about using technology to get answers faster? With companies working in a faster-paced digital world, making decisions and finding answers also need to move faster. This is also the case when business processes aren鈥檛 running as expected.

Think about yourself and if you are someone who prefers to find answers on your own and not wait on support to respond. You鈥檒l be happy to know we have various ways to help you find the right answer. When you search in or 鈥�,鈥� you can get an increasingly personalized search experience that considers the topics most relevant for you. As this applies machine learning to improve search relevance and we are continually optimizing our knowledge base for better discoverability, you鈥檙e more likely to get the needed answer instantaneously 鈥� listed as a proposed solution within the first bunch of search results.

When you actually contact 麻豆原创 support directly, your request and all of its context, such as system and product information, text input, and soon even attachment data, are evaluated in real time by a highly optimized, AI-powered algorithm to provide you with precise solution recommendations. This Incident Solution Matching algorithm helps to make sure you are shown the best available solutions even before you send a ticket to 麻豆原创 or start an Expert Chat session. This helps reduce your effort to solve the problem.

Real-Time Support and Answers at Your Fingertips

It鈥檚 definitely an advantage to tap into modern technology for finding the answers you need. How about the convenience behind it and having answers at your fingertips? One of the things we鈥檝e learned from research and talking with customers is how annoying it can be when you must drop everything you were doing and leave your IT workspace to raise a ticket in a central support portal. This meant you would need to rethink what you were doing when the issue came up and where it happened. Plus, you needed to enter all the contextual information the portal doesn鈥檛 have, such as the system where it happened or the application you were using when running into problems.

We鈥檝e made this obsolete and convenient: is available in many of our cloud solutions and can be used right away, if needed. It鈥檚 a click of a button to ask a question, search for solutions, get tailored recommendations for your problem, or to just report an issue. Built-In Support knows where you were working when the issue came up and what you were doing when you got the error message. Through the usage of AI and machine learning technologies, the tool either already finds possible answers while you are typing in your issue, or it pulls together the necessary information for the support engineer. This is a more personalized support experience tailored to your specific situation. How convenient to not need to post a ticket elsewhere or explain your situation.

And even better, this click can get you connected in a or a scheduled appointment with a support expert. You can more quickly describe and resolve your question or problem 鈥� avoiding the ping-pong back-and-forth happening through a traditional ticket resolution. Talk about a way to free up time and resources to focus on the business.

On top of this, Built-In Support will evolve towards bi-directional communication: if there鈥檚 a brand-new solution to a critical issue in the application you are currently working with, why not get it shared with you right away? And if there is supporting information around a new or changed feature in the app you might have questions about, why not see it published proactively before you run into problems? This is exactly the future-looking direction of Built-In Support. Tailored to every screen of your application, it can proactively provide you answers and solutions and not wait until you run in to a problem and need to report it. Built-In Support is ending the one-way communication. If we know a customer has a problem but isn鈥檛 yet aware of it, we鈥檒l proactively take care of it.

In Summary

All this sounds smart, right? Let me summarize my key messages to you. You鈥檝e learned that 麻豆原创 system updates are important as they bring you new functionality, but they don鈥檛 need to be disruptive. Finding answers to your support problems is just as quick as what you know from a regular Web search. And finally, you鈥檒l experience the convenience of having support at your fingertips and getting your support questions and issues quickly worked out without needing to leave the application you are working in.

I hope I got you excited about some of the existing support innovations that will further improve your support experience. And we鈥檙e not stopping there. We鈥檙e already working on more great things.

Andreas Heckmann is executive vice president of Product Engineering and head of Customer Solution Support and Innovation at 麻豆原创. Follow him on and .

Industry innovation has been a fascinating topic over the last few years. It鈥檚 impossible to ignore how companies create new offerings and experiences that dramatically shift how an industry 鈥� or in some cases, multiple industries 鈥� operates and how people live. Such groundbreaking changes are usually built with an appreciation of existing data and technologies and through a desire to do things better in terms of product safety, supply chain optimization, and business finances.

I鈥檝e been very fortunate to experience the power of such industry innovation through the Customer Innovation & Maintenance team as part of the Customer Solution Support & Innovation organization at 麻豆原创. For years, we have worked with various organizations to navigate existing crises, address emerging challenges, and deliver new opportunities for the world. In this article, I will discuss three of our latest projects.

Saving People鈥檚 Lives by Reducing Counterfeit Drugs

One prime example of our efforts is tackling a global menace that impacts the entire world: counterfeit pharmaceuticals. Many falsified or substandard medicines contain dangerous ingredients, such as heavy metals, highway paint, and rat poison, that worsen people鈥檚 health conditions and create new diseases. As a result, the World Health Organization (WHO) estimates that more than yearly from these snake oil cures.

For years, governments have initiated legislation and regulations to criminalize and control the production and distribution of counterfeit drugs. However, my team discovered that the lack of a rigorous, universal network makes it difficult to curtail the problem often hidden within complex supply chains and sophisticated packaging.

Based on input from 麻豆原创 customers in the life sciences industry and working with 麻豆原创 industry experts on this international challenge, we developed . The industry network hub enables pharmaceutical firms to share product information for traceability and verification across the supply network and with government regulators. Running on and leveraging 麻豆原创 Blockchain Business Services, it is the first public-cloud, industry-specific business network used by more than 45 pharmaceutical firms, over 1,500 trading partners, and 80% of COVID-19 vaccine manufacturers.

But our contribution to the fight against counterfeit drugs is far from over. We are working toward adding aid workers from organizations 鈥� such as the Red Cross and Doctors Without Borders 鈥� to the hub so they can verify critical medicines and vaccines on the fly in low- to middle-income countries. This innovation is accomplished by integrating the hub into the application.

Accelerating the Development of Lifesaving Therapies

Another barrier to delivering large quantities of medical therapies quickly, efficiently, and safely is the structure of the traditional clinical supply chain. During the COVID-19 pandemic, supply chain resilience was highlighted as a critical requirement for providing lifesaving vaccines, prophylactics, and therapies created through industry-wide collaboration and a patient-centric focus.

To accelerate clinical R&D and time to value, my team worked with Roche, Tenthpin, and more than 25 additional customers and vendors connected to the pharmaceutical sector. Together, we reimagined clinical supply operations and brought to life a digital transformation of the entire life sciences ecosystem by developing the solution.

This next-generation cloud solution enables faster clinical supply cycle times, fewer inventory overages, and better-informed decision-making by providing accurate insights into forecasted demand and clinical site stock levels. It is also a milestone in the industry鈥檚 adoption of the cloud, facilitating end-to-end process operations and visibility to plan, source, manufacture, distribute, and reconcile supplies for clinical R&D. In addition, the solution helps address the blinding and randomization needs of clinical trials during the manufacturing, packaging, labeling, and shipment of clinical supplies to hospitals and clinics.

Meeting Financing Needs to Boost Growth

In addition to counterfeit drugs and the need for resilience, supply chain volatility and turbulence is providing the impetus for innovation. This reality is prompting capital investments including end-to-end due diligence and product tracing services; machines and plant setups that improve environmental impacts; and networks for finding, vetting, and onboarding new suppliers quickly.

Incorporating all these innovations into business operations 鈥� regardless of ecosystem size and geographic reach 鈥� requires money that many companies may not have immediately on hand. But to meet those finance needs, businesses and banks need to connect with each other smoothly, quickly, and securely without introducing more work and complexity to finance and treasury processes.

By delivering the solution, we play a key role in increasing the reliability of relationships between companies and their banks. Built on top of 麻豆原创 Business Technology Platform, the solution creates a multi-bank, digital channel between each party鈥檚 enterprise resource planning (ERP) systems to embed Electronic Banking Internet Communication Standard (EBICS) and SWIFT connectivity into the remote data transfer of payment transactions.

In return, treasury operations can be refined and simplified by updating payment status and cash positions in real time across business and bank ERP systems. 麻豆原创 Multi-Bank Connectivity can automate manual, error-prone steps associated with the execution and reconciliation of payments, order-to-cash applications, and order entry documents 鈥� helping to increase control, efficiency, and transparency.

Helping the World Run Better 鈥� One Innovation at a Time

The news headlines running across our screens every day prove that industry innovation is far from done. Unfortunately, no person, organization, or business carries the ultimate wisdom to solve every problem single-handedly. But if industry practitioners, business and technology experts, thought leaders, and inspired problem-solvers collaborate toward a common goal, a better future can be possible for everyone.

It is this vision that guides my leadership of Customer Solution Support & Innovation. My team of experts continuously looks for opportunities to do better for our customers, business, and global neighbors. And with the feedback and knowledge shared during every interaction, we look forward to working side by side with our customers and partners to provide the digital capabilities they need to make the world a better place 鈥� today and in the future.

Andreas Heckmann is executive vice president of Product Engineering and head of Customer Solution Support and Innovation at 麻豆原创. Follow him on and .

Breakthroughs happen less often than most people are inclined to believe. Instead, I often find that most innovations are incremental in nature. Admittedly, a slow-building approach doesn’t grab the spotlight like more daring alternatives do. Still, it’s no less important 鈥� driving countless small improvements that add up to massive transformations and huge gains down the line.

One prime example of incremental innovation鈥檚 impact is the continuous development of mobile devices. The first handheld cellular phone launched nearly 40 years ago. Since then, each new release introduced different sizes 鈥� some smaller and some larger 鈥� and functionalities such as texting, Internet access, context-driven command, touch screens, tracking and tracing, and many more capabilities now considered standard. In essence, mobile device providers allow themselves to experiment with new ideas while generating revenue that is then reinvested into making the product鈥檚 design and purpose more impactful and game-changing in the near future.

Ideas Are Only the Beginning

Ideas are only the start of an innovation journey, no matter how new, novel, or useful. It takes creativity and domain expertise to bring them to life and evolve them gradually by applying the latest lessons learned and scaling capabilities or user experiences to deliver more meaningful value.

As part of 麻豆原创鈥檚 鈥渞einvent鈥� strategy, my team of customer innovation and maintenance experts from within the Customer Solution Support & Innovation organization at 麻豆原创 focuses on turning ideas into valuable solutions for critical challenges. Working with various industries, including agriculture and life sciences, allows us to innovate and deliver sustainable solutions that accelerate business success 鈥� from idea inception and proof of concept to implementation and maintenance.

Customer Solution Support & Innovation offers tremendous industry expertise that can enrich our customers’ growth areas, drive continuous innovation, and deliver prototypes faster to support their transformation into intelligent enterprises. And from our experience, innovations best realize their full value when scaled to add value while they are maintained and developed further to help the world run better and improve people’s lives.

Outcomes Are the Heart of Good Innovation

Our contributions in helping to overcome the impacts of the global COVID-19 pandemic were one of those moments where we revealed the true value of incremental innovation. Developing innovations in partnership under unprecedented conditions, we designed and rolled out numerous digital solutions more quickly and securely for millions of people.

A prime example is the . In only two months development time, we innovated a digital gateway with T-Systems that provides a standard for valid vaccine certification across the European Union and currently supports 600 million users. By removing the risk of falsified documentation, the introduction of this digital certificate represents an important step toward normalizing the freedom of movement within the eurozone and, as a result, stimulating the economy.

In addition, our team worked with Deutsche Telekom AG and Germany’s Federal Ministry of Health to develop the Corona-Warn-App to help identify infections quickly and notify people of their potential exposure. The mobile app, available for iOS and Android, was developed in open-source mode, and the program code was continuously visible to the public on the development platform 鈥� all without violating data privacy rights.

While the pandemic marked a significant era of innovation for businesses worldwide, our team has produced innovations important for business security. For instance, our work in detecting and preventing security breaches from cyberattacks plays a vital role in many of our customers’ IT infrastructure. Our experts combine the application 鈥� a leading threat detection software 鈥� with 24/7 managed security services. The application is continuously upgraded to help detect cyberattacks in on-premise and cloud solutions from 麻豆原创 as they are happening and analyze the threats quickly enough to neutralize them before severe damage occurs.

More recently, we innovated with climate-focused technology company CHOOOSE to deliver a climate app. As one of the first solution extensions developed with existing capabilities available in and 麻豆原创 Concur solutions, helps neutralize carbon emissions through high-quality compensation projects. As a result, our customers can acquire accurate data from their business flights and discover high-impact ways to offset their carbon footprint 鈥� all in one place.

We are also working on a prototype 鈥� 鈥� that marks the first step toward embracing virtual reality for running business. With the sustainability-focused concept, our experts are experimenting with collaboration with targeted data sharing between competing companies and integrating the virtual environment with open ecosystems such as . In addition, a decentralized peer-to-peer network based on 麻豆原创 Business Technology Platform is being created without requiring central persistence.

Innovation That Delivers High Impact

Most companies make the mistake of looking too narrowly at the overall context of their innovation initiative. At Customer Solution Support & Innovation, we are constantly evaluating the 麻豆原创 solution portfolio to find opportunities to adapt and add functionalities that can increase value in ways that can be quickly applied and scaled to meet our customers’ current and future needs.

Embracing the concept of incremental innovation has empowered us to shape a culture that is full of purpose, ingenuity, and discovery. So instead of dedicating all our resources to years-long projects with uncertain outcomes, 麻豆原创 is committed to driving innovation close to our customers’ everyday environmental, social, and governance challenges 鈥� and we will continue to do so in the years to come.

Andreas Heckmann is executive vice president of Product Engineering and head of Customer Solution Support and Innovation at 麻豆原创. Follow him on and .

Although an increasingly important part of business transformation, artificial intelligence (AI) and machine learning have quickly become catch-all terms for relatively simple analytical scenarios such as process automation and decision support 鈥� which has very little to do with AI or machine learning in the first place. No one would question that this exercise of pulling together hundreds of thousands of interactions and data points within seconds allows companies to gain incredibly impactful outcomes.

Yet, the potential of this technology is much more extensive. Leading a team responsible for designing and operationalizing the best customer support experience, I am fundamentally rethinking how AI and machine learning can be best applied over the next few years. This means combining a real-time support experience with relevant information continuously streaming from every cloud-based solution and each support interaction. We analyze this information to detect potential issues, identify patterns of recurring problems, recommend next steps, and take preventative measures.

Pushing the Boundaries to Redefine Support

Companies now operate in a complex, multifaceted marketplace of colorful expectations, ambiguous disruptions, and various languages. And the Customer Solution Support & Innovation organization at 麻豆原创 looks for every opportunity to help organizations unravel their challenges 鈥� both large and small 鈥� by getting the most value from their solution investment.

In today鈥檚 highly digital world, truly understanding business user needs and quickly delivering the right resolution is critical. However, organizations cannot afford to experience an application error, broken integration, or system-wide downtime before contacting a support agent. The customer support experience needs to be more proactive, personalized, and human, which can be delivered through a more mature approach to AI and machine learning.

So far, this view of the future of customer support experiences has produced leading-edge capabilities, such as:

• Incident Solution Matching based on artificial intelligence programmed to help customers find answers to technical questions faster and receive solution recommendations automatically as part of our machine learning-enabled support process
• Automated language translation of 麻豆原创 Notes and 麻豆原创 Knowledge Base Articles in , giving customers quick access to machine-translated case notes, chats with 麻豆原创 experts, and solution-specific articles at no additional cost
• Cloud-based support assistant to discover solutions faster and create cases with a guided approach within our AI-enabled service that can personalize and expedite the support experience
• Self-healing and predictive cloud software environment聽that continually learns how a customer鈥檚 business system usually functions and responds to any detected irregularities or potential errors to restore or maintain normal operations 鈥� mostly without the customer noticing.

All these features of the customer support experience are brought to life by infusing collective expertise, best practices, and know-how with each customer鈥檚 application performance data and interpreting that information into predictive insights.

For example, a customer with a specific configuration may experience issues when implementing a new solution release, such as unexpected system behavior or a disconnected data source. However, Customer Solution Support & Innovation aims to mitigate that challenge early by recognizing patterns within a real-time stream of interactions and identifying which customers are likely to encounter the same problems, analyzing the underlying root cause. Then, the appropriate customer contact is notified of recommended corrective action or, if the issue can be mitigated within the solution, 麻豆原创 implements the update with most customers not even noticing an issue to begin with 鈥� a self-healing experience.

Modernizing the Culture within Customer Support

By maturing its use of AI and machine learning in the customer support experience, 麻豆原创 creates a future-oriented culture. Support experts have the tools and knowledge to preempt many customer challenges with two-way interactions. They can recommend optimization practices, prescribe resolutions, and offer on-the-fly guidance to customers in a continuous dialogue.

No matter how large the customer base grows, Customer Solution Support & Innovation has the resources to help ensure a smooth, proactive, and precise support experience with a high first-time resolution rate. Using AI and machine learning throughout the process enables support experts to perform more strategic work, adjusting algorithms, introducing new ones, finding new ways to automate root-cause analysis, and accruing more profound technical expertise.

By setting the foundation for more meaningful work for support experts, 麻豆原创 customers benefit from an infrastructure that is increasingly enriched, valuable, and enjoyable for both sides of the overall experience. Interactions are more impactful, the right content is curated and accessed quickly, and, as a result, resolutions are more precise.

Earning Customer Trust with Intelligent Services

For most providers, a genuinely great and embedded experience happens when a customer can send a ticket that accurately describes the problem to the right support expert. But 麻豆原创 is turning this process into a more proactive, open dialogue of what the customer needs today to help ensure its technology runs smoothly tomorrow.

Don鈥檛 get me wrong 鈥� it鈥檚 perfectly acceptable to log into a support portal or Web site to create a case and talk to a support expert. However, that experience is not necessarily the best, considering the rising intelligence built in cloud technology. Providers can already understand the context of customers鈥� usage, know their expectations, and see how the solution operates in real time.

Recognizing that opportunity, the entire Customer Solution Support & Innovation team is increasingly implementing support services enabled by AI and machine learning into cloud solutions from 麻豆原创. But more importantly, it is continuously reimagining the possibilities of the customer support experience across the entire solution life cycle.

We鈥檙e hiring! .

Andreas Heckmann is executive vice president of Product Engineering and head of Customer Solution Support and Innovation at 麻豆原创. Follow him on and .