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SAP Community Call: SAP Service Ticket Intelligence – the best practice of SAP Partner Ticket Intelligence
The session will be covering an introduction of Service Ticket Intelligence, its new features and use cases. And we’ll be sharing the best practice of how Partner Ticket Intelligence(PTI) team is integrating Service Ticket Intelligence into their ICfP system, creating benefits by achieving 40+% automation rate of 130k tickets per year.
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Speakers

Haodan Yang
Product Manager – SAP AI Business Services @SAP
Being in SAP’s AI (Machine Learning) team since day one, Haodan sees it grow from exploratory co-innovation projects to scaled-up matured products with sustainable customer traction. Haodan is currently in the product management team, responsible for Service Ticket Intelligence and embedded intelligence services – Learning Recommendation and People Like Me – in SuccessFactors. With rich experience in AI related projects, Haodan aims to ensure our services creates value for customers with easy onboarding. Follow Haodan in SAP Community: https://people.sap.com/haodan.yang
Ying Sun
Solution Architect – SAP Partner Technology @SAP
With over 18 years of SAP technology consulting experience and innovative mindset, Ying wanted to bring customer centric focus into developing solutions for SAP partners. SAP’s internal teams are embarking on a journey to turn SAP into a true Intelligent Enterprise. By utilizing SAP’s own machine learning technologies, Ying and team were able to deliver an innovative solution to automatically categorize over 40% of all SAP partner support tickets. This solution also integrates SAP Cloud Platform with SAP On-prem CRM system. Follow Ying in SAP Community: https://people.sap.com/yingsun
Tarun Singhal
Data Scientist @SAP
Data Scientist with over 12+ years of experience in data science, machine learning and business analytics. Expert in Big Data, NLP(Natural Language Processing), Classification, Clustering, Route Management, Market Basket Analysis, Customer Analysis and others. Have successfully lead projects for various industries likes Consumer Goods, IT, Oil & Gas solving various kind of problems in areas of Sales, Marketing, Finance and Operations. Worked in Fortune 500 Companies in SAP, Procter & Gamble and Indian Oil and consulted for Companies like Mondelez and Reckitt Benckiser. Follow Tarun in SAP Community: https://people.sap.com/tarun.singhal