
In the fast-paced digital era, businesses seek efficiency in every operation. Yet, the process of creating service orders for faulty equipment remains labor intensive, requiring manual data entry and analysis.
Our solution leverages the power of SAP Build Process Automation as a SAP BTP extension, a web service hosted on SAP BTP Kyma runtime, and generative AI powered by SAP AI Core, to transform this tedious process into a seamless, automated workflow. This blog outlines the approach.
Traditionally, the creation of service orders is a manual and time-intensive process.
The cons? Lots of tedious toggling between email and S/4HANA system service order creation page, involving several steps that are not only prone to human error but also lead to delays and potential customer dissatisfaction.
This is how it originally looks like:
Image 1: Outline of the original service order creation workflow
We aim to automate the manual aspects of this process, creating a system that automatically processes customer emails, including attachments, to generate service orders in S/4HANA without manual input.
This solution relies on two main components:
Image 2: SAP Build Process Automation as an SAP BTP extension
SAP Build Process Automation, an SAP BTP extension, streamlines business process automation and decision-making with minimal coding. It features intuitive drag-and-drop interfaces for easy process design and quick integration within the SAP ecosystem, thereby boosting operational efficiency and facilitating digital transformation.
The automation workflow, created with SAP Build Process Automation, monitors the inbox for service order requests, extracting content and attachments from emails. This information is processed by our web service on SAP Kyma runtime, where the “magic” happens.
Image 3: SAP Build Process Automation workflow
Generative AI is an exceptional component in solutions like ours. Within our web service, we utilized the open-source vision model Llava 1.6 to interpret attached images and GPT-4 for analyzing email content, all powered by the SAP AI Core.
Image 4: Vision and text models, powered by SAP AI Core
We then use the results to populate the S/4HANA system via POST requests, ensuring that the entire service order form is filled accurately and thoroughly. Multiple image attachments are also supported, with the attached images being uploaded and renamed automatically.
Last but not least, to end off the automation workflow, we can send an automated email reply to the customer with an update on their server order number and status.
From just a single customer email,
Image 5: Original email sent by the customer
we unlock all these capabilities shown below, hands-free and without any human intervention!😉
Image 6: The service order is successfully created in the S/4HANA system
Image 7: Results generated by LLaVA 1.6 and gpt-4-32k
Image 8: Uploaded attachments of renamed images
Image 9: Automated email response sent to the customer
The most remarkable aspect of this solution is its complete automation, which can lead to the significant advantages below:
Beyond service order creation, the potential applications of AI and SAP products can extend to various other business processes, including warranty claim automation, invoice posting automation, and many others.
This video summarises the automatic service order creation process using SAP Build Process Automation and Generative AI:
If you’re interested in the technical details of this solution, you can visit this blog. Also, if you're interested in exploring solutions like this or wish to learn more, feel free to reach out to me.
SAP Build Process Automation
SAP AI Core
SAP AI Core service guide
Generative AI @ SAP
Service Order documentation
Generative AI hub sdk
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