AUC-6197

SAP Ariba has reimagined how our buyers and suppliers get help and assistance using our products. Our goal is simple: to empower you to find the help you need with the least effort, so you can derive the business value you expect from your SAP Ariba investment. We’ve been listening to you carefully in numerous research engagements to prioritize improvement opportunities in our current Help Center.

We now bring to you, Help Center 2.0 that features:
•A simple way to contact support.
•Increased visibility of Buyer content to help Suppliers find the answers they need for Buyer specific processes.
•Enhanced usability of machine learning and intelligence algorithm interactions.
•Intelligent routing of Service Requests to reduce response time.
•Quick access support to users participating in sourcing events ending soon.
•Elastic search for contextual recommendations with lesser dependency on search queries.
•Search suggestions with ”hints” to help users quickly construct complex queries.
•Extend analytics model to drive predictive support.

- Standard account suppliers find it hard to navigate the existing UI.
- The only way for the Product Support organization to effectively scale and still meet operational goals is through intuitive, and personalized self-service options for our users.
- Customer Support redirects 10% of supplier calls to buyers - Frustration due to increased call volume for buyers; increased call volume to Ariba Customer Support.
- Deflection potential of AI-based content recommendations is limited in the legacy Help Center 1.5 UI.
- Help Center 2.0 new UX intercepts user with content in multiple points along their self-help journey.

Increased visibility of Buyer content to deflect Supplier cases.
Enhanced usability of ML and intelligence algorithms interactions.
Intelligent routing of cases to reduce response time.
Quick access support to users participating in sourcing events ending soon.
Elastic search to make contextual content recommendations with lesser dependency on search queries.
Extend analytics model to drive predictive support.

Buyer and Supplier

https://help.sap.com/docs/SAP_Ariba/978b7e36451a4c2c85321a3ef6f3a7e5/dd387f8b4b9a431da4eeec7afadcb6b0.html?locale=en-US&state=PRODUCTION&version=cloud

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