公开(公告)号：US10540661B2

公开(公告)日：2020-01-21

申请号：US15440811

申请日：2017-02-23

Applicant: SAP SE

Inventor： Stephan Lange ,  Josef Schmidt ,  Lars Riecke ,  Cornelia Kinateder ,  Normen Rosch ,  Ioannis Grammatikakis

IPC: G06F3/0482 ,  G06Q30/00 ,  G06F3/0488

Abstract: A system for an integrated support interface across multiple different software applications includes an integrated support user interface, an application connector and a first support integration module. The integrated support user interface includes received user input. The application connector interfaces with multiple different software applications and receives from at least one of the software applications an application context, a user role and a system context. The first support integration module maps existing received user input to at least one support ticket and enables a chat with a user operating on an internal support system and enables a search of a customer support system for information related to the support ticket, the application context, the user role and the system context for display of results from the customer support system on the integrated support user interface. The integrated support user interface displays the results.

公开(公告)号：US20170330195A1

公开(公告)日：2017-11-16

申请号：US15440811

申请日：2017-02-23

Applicant: SAP SE

Inventor： Stephan Lange ,  Josef Schmidt ,  Lars Riecke ,  Cornelia Kinateder ,  Normen Rosch ,  Ioannis Grammatikakis

IPC: G06Q30/00 ,  G06F3/0488 ,  G06F3/0482

CPC classification number: G06Q30/016 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/0486 ,  G06F3/0488

Abstract: A system for an integrated support interface across multiple different software applications includes an integrated support user interface, an application connector and a first support integration module. The integrated support user interface includes received user input. The application connector interfaces with multiple different software applications and receives from at least one of the software applications an application context, a user role and a system context. The first support integration module maps existing received user input to at least one support ticket and enables a chat with a user operating on an internal support system and enables a search of a customer support system for information related to the support ticket, the application context, the user role and the system context for display of results from the customer support system on the integrated support user interface. The integrated support user interface displays the results.

公开(公告)号：US20190392325A1

公开(公告)日：2019-12-26

申请号：US16013109

申请日：2018-06-20

Applicant: SAP SE

Inventor： Stephan Lange ,  Matthias Kaiser

IPC: G06N5/02 ,  G06F17/27

Abstract: Disclosed herein are system, method, and computer program product embodiments for training a digital assistant with expert knowledge. An organization or individual utilizing a suite of software applications with a harmonized user experience may employ a digital assistant within the user experience to assist users when problems arise. The digital assistant may field questions and requests in informal and unstructured speech and text, analyze this natural language, and determine an appropriate response. The digital assistant may utilize existing suitable knowledge bases and leverage subject-matter experts. The digital assistant may learn from the expert's response to the user in order to apply the knowledge to a similar question or request in the future.

公开(公告)号：US11645545B2

公开(公告)日：2023-05-09

申请号：US16013109

申请日：2018-06-20

Applicant: SAP SE

Inventor： Stephan Lange ,  Matthias Kaiser

IPC: G06N5/02 ,  G06F40/30

CPC classification number: G06N5/02 ,  G06F40/30

Abstract: Disclosed herein are system, method, and computer program product embodiments for training a digital assistant with expert knowledge. An organization or individual utilizing a suite of software applications with a harmonized user experience may employ a digital assistant within the user experience to assist users when problems arise. The digital assistant may field questions and requests in informal and unstructured speech and text, analyze this natural language, and determine an appropriate response. The digital assistant may utilize existing suitable knowledge bases and leverage subject-matter experts. The digital assistant may learn from the expert's response to the user in order to apply the knowledge to a similar question or request in the future.