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The provided sample scenario presents a multitenant application crafted by a potential SAP partner or customer, tailored for SAP Business Technology Platform (SAP BTP). This setup presents a comprehensive SaaS solution for enhancing customer support within a travel agency, utilizing advanced email insights and automation. The system analyzes incoming emails using Large Language Models (LLMs) to offer core insights such as categorization, sentiment analysis and urgency assessment. It goes beyond basic analysis by extracting key facts and customizable fields like location, managed through a dedicated configuration page.
One innovative feature uses embeddings to to identify similar historical emails, to help understand how how similar requests were handled previously. This fosters consistent and efficient customer service. The code also demonstrates the capabilities of summarizing and translating both email subject and body, enabling streamlined comprehension across languages.
Furthermore, the system takes automation to the next level by generating potential responses for customer inquiries. This response generation is influenced by configurable actions and services, enhancing response accuracy and speed. The flexibility to connect with SAP systems like SAP Concur adds an enterprise dimension, allowing seamless integration of processes and data.
Though initially tailored for a travel agency, the code can be adapted to suit various industries, making it a versatile solution for augmenting customer support with data-driven insights and automation.
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