Contact us

Case · Master data automation · Mining and metals

A chatbot that answers SAP MDG users with 95% accuracy

A mining and metals group with more than 30 assets runs a chatbot for SAP MDG users. We rebuilt its question base so that it gives the right answer whatever wording the user chooses.

  • Mining and metals
  • SAP MDG
  • Chatbot
  • 2020
Discuss your project Synopps Core
  • 95%chatbot answer accuracy
  • −17%support requests
  • 2 yearsof user questions analysed
  • 50+alternative questions for each answer group

The task

The right answer to real user questions

Users asked about creating and changing records, duplicates and filling rules in many different ways. The chatbot had to recognise these questions and give the right answer.

What we did

Analysis and question base

  • Two years of SAP MDG user questions from the chatbot history analysed and grouped by answer type
  • Internal procedures and other documents studied for every user scenario in material and vendor master maintenance
  • New questions added to the existing groups, up to 68 phrasings per group
  • More than 50 alternative questions written for each answer group, so the bot answers correctly whatever the wording

Scope

What the chatbot covers

  • Creating and changing records
  • Duplicate search
  • Filling rules for the material and vendor master
  • Other SAP MDG user scenarios

Results

Fewer support requests and better master data

  • Chatbot accuracy rose to 95%

  • The chatbot answers questions on creating and changing records, duplicate search and filling rules, which improves master data quality in the system

  • Support requests fell by 17%, and user satisfaction rose

Contact

Help your SAP MDG users

Tell us about your users, systems and the questions they ask most. We will propose the first steps.

  1. 1
    Task and systems

    What you have now and what you need

  2. 2
    Quick assessment

    Data, processes and IT landscape

  3. 3
    Work plan

    Stages, timeline and scope

0
200000
We use your details to respond to your request. See our Privacy Policy.