Next-Generation Support from SAP Leverages Machine Learning and AI to Improve Customer Experience

WALLDORF, Germany — April 11, 2019 SAP SE (NYSE: SAP) today announced enhancements to its Next-Generation Support concept. These include developments to AI-driven features such as incident solution matching and real-time support resources like the Schedule an Expert and Expert Chat services. Through the integration of machine learning and artificial intelligence (AI), these intelligent tools are helping to automate the customer support experience and deliver targeted results in a shorter amount of time.

“The overall mission of the Next-Generation Support approach from SAP is to minimize the effort and time required by SAP customers, while maximizing their business outcomes,” said Andreas Heckmann, global senior vice president and head of customer success services, SAP Digital Business Services, SAP. “The Intelligent Enterprise requires speed and precision, and the continued integration of machine learning and AI into the Next-Generation Support concept has enabled us to provide just that. These intelligent technologies enable our support tools and support specialists to learn from the past and deliver accurate solutions for inquiries in real time as well as customized, proactive recommendations before an incident shows up.”

In an effort to raise the bar in customer support, SAP Digital Business Services continues to leverage machine learning and AI to optimize its real-time support experience for customers and its built-in support features:

Incident solution matching: Through the recent addition of incident solution matching to SAP® ONE Support Launchpad, SAP customers get customized recommendations ranked according to semantic relevance. This new tool leverages natural language processing to analyze an incident as the user types information about the incident into the form and provides relevant information from the SAP Knowledge Base Article service and the SAP Notesservice. SAP Digital Business Services plans further integration of machine learning and AI, saving SAP customers time and helping them be more cost-efficient.

Built-in support: SAP continues to build support into its products. Already part of SAP S/4HANA® Cloud, built-in support is now available for SAP Integrated Business Planning, a solution to enable the intelligent enterprise by making planning easier, faster and smarter. In a continued effort to optimize the customer support experience, the built-in support concept moves support into the product, increases personalization and fosters collaboration among experts.

“The SAP CoPilot digital assistant, with its built-in support, provides customers of the SAP Integrated Business Planning solution quick access to SAP from within the application to get support and share their ideas to improve our product further. Built-in support also helps SAP provide efficient support as context information about the app and the actual system is automatically shared through customer incident information,” says Franz Hero, senior vice president and head of development, Transportation and Logistics Application Innovation, SAP.

The direction for product support is clear. Integrated into SAP CoPilot, conversational AI makes it possible for customers to converse with the system, while the digital assistant uses the system context and other data to provide fast answers for customers’ technical questions. In the future it’s predicted that some questions won’t even have to be asked, with the digital assistant in the application giving customers all the support and information they need to avoid potential problems.

With the live support services Expert Chat and Schedule an Expert, the customer experience is being continuously improved as those tools are extended to additional solutions, enabling customers to get in touch directly with a support expert from SAP. With machine learning and AI working in the background, support specialists are equipped with the information necessary to provide targeted recommendations in live sessions:

  • Schedule an Expert: SAP customers can now schedule a 30-minute Skype session with an SAP expert. This new live channel is already available for over 50 SAP solutions and was recently made available for customers’ open incidents. In 2018, SAP customers using Schedule an Expert reduced their interactions for incidents by up to 52 percent, which freed up considerable time for customers and engineers to deal with other important tasks.
  • Expert Chat: SAP customers can open a live chat for incidents and start a conversation with the same SAP expert who works on traditional incidents. Currently, 20 percent of the incoming incident volume represents customers using Expert Chat to get answers to their technical questions.

A wide range of self-service options complements these services, giving customers a way to find answers quickly themselves.

In recognition of these advances, Next-Generation Support was awarded the 2018 Technology Services Industry Association’s (TSIA) STAR award for Best Practices in Support Services. It was also named to the Association of Support Professionals’ annual list of the Top Ten Best Support Web sites. In addition, the online support section of was awarded first place for usability in the annual review of siteIQ eBusiness Index.

Visit the SAP News justify. Follow SAP on Twitter at @sapnews.


About SAP

As the cloud company powered by SAP HANA®, SAP 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’s transaction revenue touches an SAP® system. Our machine learning, Internet of Things (IoT), and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. SAP 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 – without disruption. Our end-to-end suite of applications and services enables more than 425,000 business and public customers to operate profitably, adapt continuously, and make a difference. With a global network of customers, partners, employees, and thought leaders, SAP helps the world run better and improve people’s lives. For more information, visit

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as “anticipate,” “believe,” “estimate,” “expect,” “forecast,” “intend,” “may,” “plan,” “project,” “predict,” “should” and “will” and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP’s future financial results are discussed more fully in SAP’s filings with the U.S. Securities and Exchange Commission («SEC»), including SAP’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.

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SAP Leadership Announcement: Morgan and Fox-Martin Expand Responsibilities as Enslin Departs

WALLDORF SAP SE (NYSE: SAP) today announced that Executive Board Member and President of the Cloud Business Group Robert Enslin has elected to resign from the company to pursue an external opportunity.

SAP Executive Board Member Jennifer Morgan will succeed Enslin as president of the Cloud Business Group (CBG). SAP Executive Board Member Adaire Fox-Martin will take sole responsibility of Global Customer Operations (GCO) as president. These leadership changes are effective immediately.

Enslin, who first joined SAP in 1992, departs following a long and successful career at the company. He was named to the Executive Board in 2014, initially as president of Global Customer Operations. A respected technology leader with a unique global perspective on business and economic trends, he earned a highly favorable reputation with customers and industry analysts. His two-year stint as president of the company’s Cloud Business Group resulted in an aggressive build-out of SAP’s cloud portfolio, including the recently closed acquisition of Experience Management leader Qualtrics.

Comments from Professor Hasso Plattner, Chairman of the Supervisory Board of SAP

“We are very grateful for the many significant contributions Robert Enslin has made to SAP. The Supervisory Board has immense confidence in Jennifer Morgan and Adaire Fox-Martin as they assume broader responsibilities on our Executive Board.”

Comments from Bill McDermott, CEO of SAP

“Let me first congratulate Rob Enslin for everything he’s done in his distinguished SAP career. He’ll be a great champion for SAP in his new opportunity and a lifelong friend to me personally. With Jennifer Morgan and Adaire Fox-Martin moving up, we have two dynamic leaders who will help us take SAP to the next level. Our market-leading core ERP and high-growth cloud application portfolio make SAP a rarity in the enterprise software industry. This transition gives us a clear path to continue simplifying the company. SAP’s leadership team will drive greater operational efficiency, faster time to market, higher product quality and superior market fit, all while significantly improving margins. ‘The Best Run SAP’ is our motto, our maxim and our strategy to run the company with greater discipline and focus. I could not be more optimistic about SAP’s road map to create value for our customers, employees and shareholders – a true Best-Run SAP.”

Comments from Robert Enslin

“I am truly grateful to Hasso Plattner, Bill McDermott and all my SAP colleagues for the opportunity to be part of such a special company. As I leave SAP for a new journey, I do so with unrivaled respect for the company and its amazing customers around the world.”

Comments from Jennifer Morgan

“I am very honored by this opportunity to work with the outstanding team in SAP’s Cloud Business Group. I have never been stronger in my belief that SAP’s best days are yet to come.”

Comments from Adaire Fox-Martin

“For the entirety of my career at SAP I have focused on our customers and their success. I could not be more energized to continue this exciting journey as president of Global Customer Operations.”

SAP will report its financial results for the first quarter as planned on April 24, 2019.

Visit the SAP News Center. Follow SAP on Twitter at @sapnews.

Resultados encuesta: Menos confianza, más oportunidades

Menos confianza, más oportunidades

En la edición 22 de la Global CEO Survey, los líderes de negocios en el mundo mostraron menos confianza en el crecimiento de la economía y de sus organizaciones.
  • * Menos de la mitad de los CEO (42%) piensa que la economía mejorará a nivel global en los próximos 12 meses. En 2018 un 58% era optimista sobre el crecimiento.
  • * En cambio, el pesimismo aumentó más de 20 puntos, pues un 28% de los directivos cree que la economía bajará en los próximos 12 meses, mientras que en 2018 el porcentaje fue de 5%.
  • * Solamente 36% tiene “mucha confianza” en el crecimiento de ingresos de sus empresas en los próximos 12 meses. El nivel de optimismo es similar (35%) en un horizonte de 3 años.


Consulta los resultados de la encuesta.

Principales amenazas globales para el crecimiento de las organizaciones*


* Porcentaje de CEO que respondieron estar "muy preocupados".

La importancia de ser omnicanal en la era omni-digital

La mayor ventaja de ofrecer una óptima y omnicanal atención al cliente impacta en la lealtad que tenga con la marca.

En retail, entendamos por omnicanal, a la comunicación coherente y estable con los clientes por cualquiera de los diferentes canales que decida usar para interactuar con la marca, aplica en los bloques online y offline. Su motivo principal es dar al cliente el mismo nivel de experiencia y servicio en cualquier punto de contacto.

Su diferencia con las estrategias multicanal es que éstas se enfocan en amplificar la presencia de cada canal en forma independiente y sin ninguna relación entre los mismos.

El concepto omni-digital implica un alto enfoque en la conectividad, representa una importante inversión para cada negocio en función con los diferentes puntos de contacto que brindan a sus clientes.

Los clientes omni-digitales esperan una experiencia suave y sin mayores complicaciones: lo que cuenta para ellos es poder utilizar el canal que prefieren para encontrar una solución a su problema. Las empresas deben poder ofrecer un servicio de calidad uniforme en todos sus puntos de contacto.

“Omni-digital” implica un fuerte aspecto de la conectividad que constituye una gran apuesta para las empresas en relación con la variedad de puntos de contacto que ofrecen a sus clientes y usuarios. Además, las herramientas digitales, como las plataformas de interacción, los CRM, las soluciones analíticas, las plataformas de llamadas y la gestión de procesos, se han vuelto cruciales para los departamentos de Atención al Cliente, además de la incorporación de nuevas tecnologías como Inteligencia Artificial.

Las empresas con visión omnicanal colocan a sus clientes en el centro de sus estrategias reconociendo que pueden acercarse a sus productos o servicios, o mejor aún, sentirse atraídos hacia la marca de maneras diferentes. Partiendo de ese punto, sus esfuerzos se enfocan en crear procesos que fortalezcan las relaciones con los clientes, logrando así una mayor fidelidad a la marca y probabilidades más altas de recompra.

Es aquí donde la industria retail debe poner mayor atención, pues una reciente investigación de Havas Paris, demuestra que más del 70% de los consumidores quieren que los productos sean accesibles en línea y en tienda. Dicho número aumenta a 82% en el segmento de 18-24 años.

En este sentido, los clientes omni-digitales esperan experiencias de consulta o compra sin problemas. Para ellos, lo más importante es la posibilidad de utilizar el canal que deseen y dar solución a su situación. Ahora es responsabilidad de las empresas implementar un servicio de calidad unificado en cada uno de los puntos de contacto.

En SAP, estamos comprometidos en impulsar la “Economía de a Experiencia”, prueba de ello es la reciente adquisición de Qualtrics, especialistas en el diseño de tecnología para el aprovechamiento de datos y medición de satisfacción al cliente mediante el uso de Inteligencia Artificial, Machine Learning y redes neuronales de aprendizaje profundo. Para saber más acerca de esta incorporación, lo invitamos a dar click aquí.

¿Usted utiliza estrategias omnicanal? Facebook / Twitter / LinkedIn / Instagram/ WhatsApp




Knowledge Transfer Webinars for SAP User Groups

Second Edition February 2019
Dear SAP User Groups,
Welcome to our Knowledge Transfer Webinars Newsletter for SAP User Groups!

You will find an overview of our upcoming webinars on K4U (Knowledge For You).



Your Global SAP User Groups Organization.

Road Map: Finance in SAP S/4HANA Cloud & On-Premise (Feb 26, 2019)
Join us in this webinar to discover the latest innovations on both Finance in SAP S/4HANA Cloud and On-Premise, in the areas of financial planning & analysis, accounting & financial close, treasury as well as regulatory reporting. Read more
Road Map: SAP S/4HANA Cloud (Feb 28, 2019)
In this session, we will explore the ability to reimagine your business and run simple in the digital economy with SAP S/4HANA Cloud. Read more
Road Map: SAP Ariba Solutions (March 5, 2019)
Join us for the 2019 road map and innovations webinar where we will discuss overall product road maps for the coming year as well as highlight SAP’s most recent customer-centered innovations. Read more
Road Map: SAP Digital Manufacturing Cloud (March 6, 2019)
Digital Manufacturing Cloud helps companies optimize performance, elevate production quality and efficiency, and ensure worker safety. Drawing on SAP’s expertise in the Industrial Internet of Things (IIoT), predictive analytics and supply networks, the solution enables manufacturers to deploy Industry 4.0 technologies in the cloud. Read more
Road Map: SAP Service Cloud (March 7, 2019)
SAP Service Cloud is a portfolio of solutions that enables service organizations to deliver effortless customer service by providing efficient cross-service scenario processes and deep capabilities across organizations’ service needs. Read more
Road Map: SAP Fiori (March 27, 2019)
This talk focuses on the main things you need to know to understand where SAP is heading with SAP Fiori. It will also help you navigate through the road map presentation and (new!) associated road map information online via Innovation Discovery. Read more
SAP Leonardo Demo Series

Demo Session: How to Build Your Own Chatbot with SAP Leonardo Conversational AI (March 12, 2019)
In this live demo session, you will not only discover how chatbots can enhance customer experience by interacting with your customers directly, but also learn how to build your own chatbot. The demo will showcase a chatbot setup in its entirety and the different capabilities you can add. Read more
SAP Customer Center of Expertise
SAP Customer Center of Expertise Program Overview (March 5, 2019, 10am and 5pm CET)
Starting with a Primary Customer COE Certification, customers establish the foundation for their Customer COEs to then continuously prove their maturity and become certified Advanced Customer COEs that facilitate support and drive innovation in their organizations.

Please join at your convenience: 10am CET session or 5pm CET session.

Customer CoE: SAP Solution Manager & SAP Cloud ALM (March 11, 2019: 9.30am and 4.30pm CET)
SAP delivers a new Application Lifecycle Management offering: SAP Cloud ALM. Learn more about this new tool and discuss with the SAP expert if SAP Cloud ALM is relevant for Customer COEs.

Please join at your convenience: 9.30am CET German session or 4.30pm CET English session.

Customer CoE: Next-Gen Support Overview (March 14, 2019)
Discover key concepts of SAP Next-Generation Support and how it can help you implement and operate your SAP solutions, in any deployment model. ​Read more
Customer CoE: How to Prepare for the SAP Support Backbone Update (March 18, 2019)
In this session, you will learn about the impacts of the support backbone update on SAP Solution Manager and Focused Run, and what you need to do to ensure connectivity of these systems to SAP after January 1st, 2020. Read more
Customer CoE: SAP ONE Support Launchpad – Overview and How to Get Started (March 19, 2019)
The SAP ONE Support Launchpad is the 3rd most visited website of SAP – more than 90.000 unique users are using it every day. Discover key concepts of the SAP ONE Support Launchpad and find out how to best get started. Read more
Customer CoE: SAP ONE Support Launchpad – What’s new (March 25, 2019)
Discover the new applications and latest features of the SAP ONE Support Launchpad. Read more
SAP’s New Digital Access Model (March 6, 2019)
In 2018, SAP introduced a new outcome based ERP pricing model for the digital age. In this webinar you will get insights about the idea, the implemented model, technical prerequisites, and what scenarios are covered by Digital Access. Find out more about the metric, the measurability, and how customers benefit from the new regulations. Read more
SAP S/4HANA On-Premise vs. SAP S/4HANA Cloud Licensing (March 13, 2019)
This webinar you will get an end-to-end overview about the SAP S/4HANA license model. You will get insights about the differences between the SAP S/4HANA Licensing Models, On-Premise and Cloud, we will show you where to find further information and you will learn how to do the commercial move from ERP towards S/4HANA. Read more
Strategy Session: SAP Marketing Cloud and SAP Service Cloud (Feb 26, 2019)
Part 1: SAP Marketing Cloud

Join Nicholas Cumins, General Manager of SAP’s Marketing Cloud, to understand the changing role of Marketing in the Me2B era and discover how SAP Marketing Cloud brings together, and intelligently manages, data from across the enterprise to help marketing departments become a trusted source of business by developing deep customer insight, delivering personalized experiences aligned to preference and consent, and continually optimizing the impact and return on marketing activities.

Part 2: SAP Service Cloud

SAP Service Cloud provides you with the tools and insights you need to deliver on your promise to your customers and make every engagement effortless. The SAP Service Cloud solution has what you need to understand the voice of your customer and derive meaningful insight at every touchpoint. Read more

SAP BW/HANA Webinar Series
SAP BW/HANA 2.0 Overview and Road Map (March 19, 2019)
Join this session to get an overview on the newest innovations that will be provided in the areas of Data Tiering Optimization, Data Integration, Modeling and Administration and Analytic Engine. Read more
Introducing the Data Protection Workbench of SAP BW/HANA 2.0 (March 26, 2019)
The Data Protection Workbench is one of the key features shipped with SAP BW/4HANA 2.0. This toolbox supports customers to better comply with regulations around data protection and privacy in SAP BW/4HANA. Read more

SAP Completes Acquisition of Qualtrics



SAP Completes Acquisition of Qualtrics

SAP Completes Acquisition of Qualtrics


Together, SAP and Qualtrics will deliver a unique end-to-end experience and operational management system to power the economy.

Read the press release




SAP and Google Cloud Want to Make a Sustainable Difference—With You!


SAP and Google Cloud are partnering to co-sponsor a sustainability contest for social entrepreneurs called Circular Economy 2030.


Read the article


SAP and Google Cloud Want to Make a Sustainable Difference—With You!




Scaling Inclusive Entrepreneurship Globally


Diversity doesn’t just lead to better technology. It leads to better business and financial results.


Read the article


Scaling Inclusive Entrepreneurship Globally




What the Analysts Opined: Analyst Recognition in Data Management and Analytics in 2018


For SAP Analytics Cloud and SAP HANA, 2018 was a pivotal year. The momentum didn’t go unnoticed on the analyst side.


Read the article


What the Analysts Opined: Analyst Recognition in Data Management and Analytics in 2018




Tactics and Technology Team Up at TSG Hoffenheim


Working closely with TSG Hoffenheim, SAP has augmented the well-established SAP Sports One solution with the new tactics board app.


Read the article


Tactics and Technology Team Up at TSG Hoffenheim




Learning on the Go with openSAP


For one IT project management officer, openSAP helps keep pace with the latest digital innovations for business.



Read the article


Learning on the Go with openSAP






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SAP Completes Acquisition of Qualtrics


January 23, 2019



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SAP.iO No Boundaries to Fund and Incubate Over 200 Startups Led by Women and Minorities


January 21, 2019





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