{"id":70992,"date":"2026-06-05T13:53:12","date_gmt":"2026-06-05T12:53:12","guid":{"rendered":"https:\/\/sovanta.com\/?p=70992"},"modified":"2026-07-30T09:26:59","modified_gmt":"2026-07-30T08:26:59","slug":"service-assistant","status":"publish","type":"post","link":"https:\/\/sovanta.com\/en\/service-assistant\/","title":{"rendered":"Service Assistant"},"content":{"rendered":"\n<p><strong>What does the Service Assistant do? The agent helps service teams resolve customer tickets faster by analyzing historical tickets, suggesting resolution ideas, and continuously refining them until the root cause is identified or human intervention is required.<\/strong> <strong>This use case features one of the ready-to-use AI agents that helped us win the \u201cAgent Race to Sapphire 2026.\u201d<\/strong><\/p>\n\n\n\n<div id=\"image-card-with-buttonblock_3e8ba79ddd35faa720ec93ab05559a1e\" class=\"block__image-card-with-button -detect-in-viewport has-background has-seashell-background-color image-card\">\n      \n  \n\n<div id=\"quoteblock_da925fdd744fa97bf450b00c80546ac0\" class=\"block__quote -detect-in-viewport block__quote--small\">\n\n    <div class=\"block__quote__wrapper\">\n\n                    <div class=\"block__quote__quote\">Learn from past cases \u2013 and reach the root cause faster.<\/div>\n        \n        \n    <\/div>\n\n<\/div>\n\n\n  <\/div>\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading\">The starting point: Resolving customer tickets often requires multiple attempts<\/h2>\n\n\n\n<p>Customer ticket resolution is often an iterative process. Before the actual root cause is identified or a sustainable solution is found, multiple approaches may need to be evaluated. Historical tickets contain valuable knowledge and proven resolution patterns, but manually reviewing and applying this information to new cases requires significant effort and slows down ticket handling.<\/p>\n\n\n<div class=\"wp-bootstrap-blocks-row row\">\n\t\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"image-card-with-buttonblock_3e8ba79ddd35faa720ec93ab05559a1e\" class=\"block__image-card-with-button -detect-in-viewport has-background has-seashell-background-color image-card\">\n      \n  \n\n<div id=\"iconblock_986c99977b44efeb744f61db8bb1cecc\" class=\"block__icon -detect-in-viewport block__icon--left\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M12.5 7c-0.276 0-0.5-0.224-0.5-0.5s0.224-0.5 0.5-0.5c0.276 0 0.5-0.224 0.5-0.5s0.224-0.5 0.5-0.5 0.5 0.224 0.5 0.5c0 0.827-0.673 1.5-1.5 1.5z\" fill=\"currentColor\"><\/path>\n<path d=\"M12.585 15c-0.206 0-0.399-0.128-0.471-0.333-0.076-0.214-0.114-0.438-0.114-0.667 0-1.103 0.897-2 2-2 0.228 0 0.453 0.038 0.667 0.114 0.26 0.092 0.397 0.378 0.305 0.638s-0.378 0.397-0.638 0.305c-0.107-0.038-0.219-0.057-0.333-0.057-0.551 0-1 0.449-1 1 0 0.115 0.019 0.227 0.057 0.333 0.092 0.26-0.044 0.546-0.305 0.638-0.055 0.019-0.111 0.029-0.167 0.029z\" fill=\"currentColor\"><\/path>\n<path d=\"M19 10.5c0-2.459-0.764-4.801-2.21-6.779-0.373-1.106-1.218-2.014-2.339-2.45-0.544-0.769-1.44-1.272-2.451-1.272-1.042 0-1.962 0.534-2.5 1.344-0.538-0.809-1.458-1.344-2.5-1.344-1.011 0-1.907 0.503-2.451 1.272-1.122 0.436-1.967 1.344-2.339 2.45-1.446 1.978-2.21 4.32-2.21 6.779 0 0.655 0.056 1.312 0.166 1.953-0.11 0.498-0.166 1.017-0.166 1.547 0 1.584 0.508 3.078 1.431 4.206 0.947 1.157 2.214 1.794 3.569 1.794 0.263 0 0.527-0.025 0.785-0.073 0.231 0.048 0.47 0.073 0.715 0.073 1.272 0 2.387-0.682 3-1.699 0.613 1.017 1.728 1.699 3 1.699 0.245 0 0.484-0.025 0.715-0.073 0.259 0.049 0.522 0.073 0.785 0.073 1.355 0 2.622-0.637 3.569-1.794 0.923-1.128 1.431-2.622 1.431-4.206 0-0.531-0.056-1.049-0.166-1.547 0.11-0.641 0.166-1.297 0.166-1.953zM6.5 19c-1.378 0-2.5-1.122-2.5-2.5 0-0.276-0.224-0.5-0.5-0.5s-0.5 0.224-0.5 0.5c0 0.876 0.323 1.677 0.857 2.292-1.65-0.616-2.857-2.531-2.857-4.792 0-1.158 0.326-2.288 0.917-3.181 0.152-0.23 0.089-0.541-0.141-0.693s-0.54-0.089-0.693 0.141c-0.028 0.042-0.055 0.085-0.082 0.127 0.016-1.603 0.387-3.149 1.087-4.557 0.156 0.735 0.517 1.413 1.055 1.962 0.098 0.1 0.228 0.15 0.357 0.15 0.126 0 0.253-0.048 0.35-0.143 0.197-0.193 0.201-0.51 0.007-0.707-0.553-0.564-0.857-1.31-0.857-2.099 0-0.878 0.381-1.689 1.010-2.246-0.007 0.081-0.010 0.163-0.010 0.246 0 0.202 0.020 0.403 0.060 0.6 0.048 0.237 0.257 0.401 0.489 0.401 0.033 0 0.066-0.003 0.1-0.010 0.271-0.055 0.445-0.319 0.391-0.589-0.027-0.131-0.040-0.266-0.040-0.401 0-1.103 0.897-2 2-2s2 0.897 2 2v6.766c-0.531-0.476-1.232-0.766-2-0.766-0.203 0-0.406 0.021-0.604 0.061-0.271 0.055-0.445 0.32-0.39 0.59s0.319 0.445 0.59 0.39c0.132-0.027 0.268-0.041 0.404-0.041 1.103 0 2 0.897 2 2v4.5c0 1.378-1.122 2.5-2.5 2.5zM15.143 18.791c0.533-0.614 0.857-1.416 0.857-2.291 0-0.276-0.224-0.5-0.5-0.5s-0.5 0.224-0.5 0.5c0 1.378-1.122 2.5-2.5 2.5s-2.5-1.122-2.5-2.5v-4.5c0-1.103 0.897-2 2-2 0.136 0 0.272 0.014 0.404 0.041 0.27 0.055 0.535-0.119 0.59-0.39s-0.119-0.535-0.39-0.59c-0.198-0.040-0.401-0.061-0.604-0.061-0.768 0-1.469 0.29-2 0.766v-6.766c0-1.103 0.897-2 2-2s2 0.897 2 2c0 0.135-0.013 0.27-0.040 0.401-0.055 0.271 0.12 0.535 0.391 0.589 0.034 0.007 0.067 0.010 0.1 0.010 0.233 0 0.441-0.164 0.489-0.401 0.040-0.196 0.060-0.398 0.060-0.599 0-0.083-0.004-0.165-0.010-0.246 0.629 0.558 1.010 1.368 1.010 2.246 0 0.79-0.304 1.535-0.857 2.099-0.193 0.197-0.19 0.514 0.007 0.707 0.097 0.095 0.224 0.143 0.35 0.143 0.13 0 0.259-0.050 0.357-0.15 0.538-0.549 0.899-1.226 1.055-1.962 0.7 1.407 1.071 2.954 1.087 4.557-0.027-0.043-0.054-0.085-0.082-0.127-0.152-0.23-0.463-0.293-0.693-0.141s-0.293 0.463-0.141 0.693c0.591 0.893 0.917 2.023 0.917 3.181 0 2.26-1.206 4.175-2.857 4.791z\" fill=\"currentColor\"><\/path>\n<path d=\"M6.5 7c-0.827 0-1.5-0.673-1.5-1.5 0-0.276 0.224-0.5 0.5-0.5s0.5 0.224 0.5 0.5c0 0.276 0.224 0.5 0.5 0.5s0.5 0.224 0.5 0.5-0.224 0.5-0.5 0.5z\" fill=\"currentColor\"><\/path>\n<path d=\"M6.415 15c-0.055 0-0.112-0.009-0.167-0.029-0.26-0.092-0.397-0.378-0.305-0.638 0.038-0.107 0.057-0.219 0.057-0.333 0-0.551-0.449-1-1-1-0.115 0-0.227 0.019-0.333 0.057-0.26 0.092-0.546-0.044-0.638-0.305s0.044-0.546 0.305-0.638c0.214-0.076 0.438-0.114 0.667-0.114 1.103 0 2 0.897 2 2 0 0.228-0.038 0.453-0.114 0.667-0.073 0.205-0.266 0.333-0.471 0.333z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p><strong>Leveraging knowledge from previous tickets<br><\/strong>Historical tickets often contain similar issues and proven solutions. Finding and applying this knowledge effectively can be time-consuming.<\/p>\n\n\n\n  <\/div>\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"image-card-with-buttonblock_3e8ba79ddd35faa720ec93ab05559a1e\" class=\"block__image-card-with-button -detect-in-viewport has-background has-seashell-background-color image-card\">\n      \n  \n\n<div id=\"iconblock_0c63cd5ce85bd633c1c2caae65e49365\" class=\"block__icon -detect-in-viewport block__icon--left\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M19.5 9h-0.627c-0.445-1.723-2.013-3-3.873-3-1.668 0-3.101 1.027-3.7 2.482-0.35-0.3-0.804-0.482-1.3-0.482s-0.95 0.182-1.3 0.482c-0.599-1.455-2.032-2.482-3.7-2.482-1.86 0-3.428 1.277-3.873 3h-0.627c-0.276 0-0.5 0.224-0.5 0.5s0.224 0.5 0.5 0.5h0.5c0 2.206 1.794 4 4 4s4-1.794 4-4c0-0.551 0.449-1 1-1s1 0.449 1 1c0 2.206 1.794 4 4 4s4-1.794 4-4h0.5c0.276 0 0.5-0.224 0.5-0.5s-0.224-0.5-0.5-0.5zM5 13c-1.654 0-3-1.346-3-3s1.346-3 3-3 3 1.346 3 3-1.346 3-3 3zM15 13c-1.654 0-3-1.346-3-3s1.346-3 3-3 3 1.346 3 3-1.346 3-3 3z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p><strong>Identifying root causes systematically<\/strong><br>Complex customer issues are rarely solved with the first attempt. Possible causes must be analyzed, tested, and refined step by step.<\/p>\n\n\n\n  <\/div>\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<div id=\"image-card-with-buttonblock_3e8ba79ddd35faa720ec93ab05559a1e\" class=\"block__image-card-with-button -detect-in-viewport has-background has-seashell-background-color image-card\">\n      \n  \n\n<div id=\"iconblock_a3e3aad039b651cbbb555b1e23c8d1ae\" class=\"block__icon -detect-in-viewport block__icon--left\">\n  <span class=\"icon icon--svg\">\n<svg version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" width=\"20\" height=\"20\" viewBox=\"0 0 20 20\">\n<path d=\"M15.51 5.49c-1.487-1.487-3.428-2.355-5.51-2.475v-1.015h0.5c0.276 0 0.5-0.224 0.5-0.5s-0.224-0.5-0.5-0.5h-2c-0.276 0-0.5 0.224-0.5 0.5s0.224 0.5 0.5 0.5h0.5v1.015c-2.082 0.12-4.023 0.988-5.51 2.475-1.605 1.605-2.49 3.74-2.49 6.010s0.884 4.405 2.49 6.010c1.605 1.605 3.74 2.49 6.010 2.49s4.405-0.884 6.010-2.49c1.605-1.605 2.49-3.74 2.49-6.010s-0.884-4.405-2.49-6.010zM10 18.983v-0.483c0-0.276-0.224-0.5-0.5-0.5s-0.5 0.224-0.5 0.5v0.483c-3.738-0.247-6.736-3.245-6.983-6.983h0.483c0.276 0 0.5-0.224 0.5-0.5s-0.224-0.5-0.5-0.5h-0.483c0.247-3.738 3.245-6.736 6.983-6.983v0.483c0 0.276 0.224 0.5 0.5 0.5s0.5-0.224 0.5-0.5v-0.483c3.738 0.247 6.736 3.245 6.983 6.983h-0.483c-0.276 0-0.5 0.224-0.5 0.5s0.224 0.5 0.5 0.5h0.483c-0.247 3.738-3.245 6.736-6.983 6.983z\" fill=\"currentColor\"><\/path>\n<path d=\"M9.5 12c-0.276 0-0.5-0.224-0.5-0.5v-5c0-0.276 0.224-0.5 0.5-0.5s0.5 0.224 0.5 0.5v5c0 0.276-0.224 0.5-0.5 0.5z\" fill=\"currentColor\"><\/path>\n<\/svg>\n<\/span><\/div>\n\n\n<p><strong>Knowing when to involve a human expert<br><\/strong>Not every issue can be resolved automatically. Service teams need a clear escalation point when expert intervention becomes necessary.<\/p>\n\n\n\n  <\/div>\n\t<\/div>\n\n<\/div>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">What does our solution look like? Intelligent ticket resolution powered by historical knowledge<\/h2>\n\n\n\n<p>The Service Assistant uses historical tickets as a knowledge base to generate relevant resolution ideas for new customer issues. Suggested approaches are continuously refined based on additional information and user feedback. This iterative process supports systematic root-cause analysis and continues until the issue is resolved or a structured handover to a human expert is required. In three steps, this means:<\/p>\n\n\n<div class=\"wp-bootstrap-blocks-row row\">\n\t\n\n<div class=\"col-12 col-md-4\">\n\t\t\t\n\n<figure class=\"wp-block-image size-teaser_1_1\"><img decoding=\"async\" width=\"700\" height=\"700\" src=\"https:\/\/sovanta.com\/wp-content\/uploads\/2024\/05\/frau-schreibtisch-laptop-hell-wohnlich-pflanzen_web_stock_16-9-700x700.jpg\" alt=\"Wie kann ein erster sicherer Use Case mit GenAI auf der SAP BTP aussehen? Unser GenAI Starter h\u00e4lt die Antwort parat.\" class=\"wp-image-26756\" srcset=\"https:\/\/sovanta.com\/wp-content\/uploads\/2024\/05\/frau-schreibtisch-laptop-hell-wohnlich-pflanzen_web_stock_16-9-700x700.jpg 700w, https:\/\/sovanta.com\/wp-content\/uploads\/2024\/05\/frau-schreibtisch-laptop-hell-wohnlich-pflanzen_web_stock_16-9-150x150.jpg 150w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/figure>\n\n\t<\/div>\n\n\n\n<div class=\"col-12 col-md-8\">\n\t\t\t\n\n<ol class=\"wp-block-list\">\n<li><strong>Analyze historical tickets<br><\/strong>The agent reviews similar tickets and identifies relevant solution patterns, experiences, and recommendations.<\/li>\n\n\n\n<li><strong>Refine resolution ideas iteratively<br><\/strong>Based on new findings and user feedback, proposed solutions are continuously improved and adapted.<\/li>\n\n\n\n<li><strong>Identify the root cause or escalate<\/strong><br>The agent supports root-cause analysis until the issue is resolved or transfers the case to a human expert when necessary.<\/li>\n<\/ol>\n\n\t<\/div>\n\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The result? Faster issue resolution and better use of service knowledge<\/h2>\n\n\n\n<p>The result includes faster generation of resolution ideas, better utilization of historical ticket information, and more structured support during customer ticket handling. At the same time, the solution helps service teams identify root causes more effectively and continuously improve resolution approaches. With clearly defined escalation points, organizations always know when human intervention is required. The Service Assistant combines existing service knowledge with intelligent root-cause analysis to create a more efficient and scalable support process.<\/p>\n\n\n\n<div class=\"wp-block-group has-seashell-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading\">Do you have a similar challenge?<\/h2>\n\n\n\n<p>Would you like to see how the different services work together in this use case? Or do you have questions about the approach? 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