A chatbot for SAP

On the occasion of the CONNECT PARTNER SUMMIT 2019 sovanta developed a digital assistant

Jan 14, 2020

2020 could be the year of chatbots: Voice-based systems are now widely accepted in the consumer sector and are increasingly being used productively for business applications. sovanta is a leader in this area: we recently developed a corresponding solution for SAP.

Automated event support

CONNECT 2019, organized by SAP, is the largest German-speaking partner congress. At an event of this magnitude with a correspondingly large number of organizers and participants, things can quickly become confusing. Many questions arise that are often repeated, such as: "Where will a particular event take place? Which accommodation is the best for me? When do the lectures start on the second day?" The people responsible for the event are confronted with these and other questions - and on a massive scale. sovanta was able to dramatically reduce the corresponding workload of those responsible. Our solution: a chatbot that looked after visitors before, during and after the event.

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A bot from sovanta for SAP

Together with SAP, we designed a chatbot that can be accessed via the official event page. In order to be able to deal with the questions arising from the users in the best possible way, we organized a workshop with participants from different areas in the run-up to the event - so that as many perspectives as possible could be brought into the development. A huge advantage: The chatbot was developed on the basis of SAP standard technology and can therefore be seamlessly integrated into SAP ecosystems. In addition, it benefits from the experience we already bring to the table from similar projects and, thanks to its sustainable design, it constantly reacts to input, so that the Chatbot learns as time goes on.

The capabilities of the bot include even more to make it an enjoyable user experience: For the optimal balance of information and user-friendliness, it masters so-called Quick Replies. These are suggestions that the bot provides in case it could not understand a question directly, so that the user does not run into a dead end. In addition, our internal development guideline, which takes into account aspects such as answer length and pauses in speech, was also used. All in all, the inhibition threshold was taken away from the users and the willingness to interact was encouraged.

Living partnership

With an accuracy of over 70 percent, the event chatbot was a great help for visitors to CONNECT 2019 and a success story with a signal effect. Furthermore, it is a testimony to a profitable connection: As a long-standing partner and recently also SAP AppHaus partner, we live an intensive cooperation.

„Der sovanta AG verdanken wir nicht nur den offiziellen Chatbot des SAP Connect Partersummit. Sie wissen auch, wie man eine Partnerschaft lebt“, said Christoph Behrent, Executive Vice President Industry & Application Innovation at SAP SE.

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