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Smart Assist Powering SAP AMS

LTI has an extensive experience, implementing and managing large SAP setups. SAP for most enterprises is the knowledge repository for all business processes. However, we observe that knowledge is locked behind multiple SAP screens and advanced user communities. The SAP helpdesk receives huge volumes of service requests, especially during high activity period, including month-ends or post a major release. Due to the non-existing self-service contextual knowledge base, the call length is long and sometimes results in unwarranted escalations.

LTI democratizes the knowledge locked in SAP systems through its digital assistant, ‘Mina’. Mina improves productivity by delivering concise and precise insights. The virtual assistant enables smart conversations and guided assistance, using natural language. It helps to answer questions on problem situations by referring to the knowledge base, historical ticket data and process information.

Key Highlights:

  • Solution leverages NLP & text processing capabilities to extract relevant data for the context.
  • Template-driven design to easily onboard new SAP process.
  • Understand organization-specific process vocabulary & contextualize.
  • Benefits:

  • Improves end user productivity.
  • Lowers cost of operations.
  • Provides 24X7 service.
  • Better utilization of L1 resources for more challenging calls.
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