SAP Service Cloud / Cloud for Customers Text Analysis for Service Tickets

[wolfgang_runge]

Dear Community,

thanks for the help so far! I'm currently introducing automated ticket creation from incoming mails. I have 3 issues where I would seek your help

1) Language

I could manage that the text analysis finds the product but only in English. As our client mostly operates in German I'm wondering if I could somehow define the "text analysis language".

2) Serial numbers (registered products)

While the product description works fine the system cannot find the serial number (registered products). I also use the registered products description. But I haven't been successful so far.

3) Numbers instead of descritption

I'm wondering why the solution is not also based on customer number, product number or registered product number, etc.? This would be much easier and independent from the language. As our use case is getting mails from IoT systems it would be much easier to communicate via numbers.

Best regards,

Wolfgang

[nish_murthy · Accepted solution]

Hi wolfgang.runge,

SAP Service Cloud offers Machine Learning (Natural Language Processing) based classification.

Multiple languages are supported - including German for Language detection.

Similarly, automatic extraction of Product ID and Serial ID are available.

Please refer the Help Center Documentation for details.

Kind Regards,

Nishanth