SAP Knowledge Base Article - Public

3254303 - Machine Learning - Ticket Natural Language Processing (NLP) with Customer ID


You have created a Ticket NLP Classification Model and selected Entity Type to Predict "Customer ID". However, the system is not recognizing and extracting the Customer ID when it appears in E-mail Interactions.


SAP Cloud for Customer

Reproducing the Issue

  1. Navigate to Service Work Center.
  2. Go to Unassociated E-mails Work Center View.
  3. The E-mail 123 contains a Customer ID in the Subject or Description (123 is the E-mail ID).
  4. Ticket was not created for the mentioned Customer ID.

Obs: In case the E-mail Channel contains a Default Account a Ticket is created. However, the Ticket contains the Default Account instead of the mentioned Customer ID.


This feature is for extracting and filling the Customer ID (Individual Customer) field in Service Tickets. However, the E-mails are being sent to a B2B E-mail Channel which does not use Individual Customer.


This is the current expected behavior of SAP Cloud for Customer.

1. If you are a partner: please use or the PartnerFinder.
2. If you are a customer:

Contact your Account Executive;
Check the link

An alternative option may be to check the SAP Cloud for Customer Influence Site to submit an idea.


Machine Learning, ML, Service, Customer ID, Customer, ID, Status, E-mail, Mail, Email Channel, Channel, Unassociated, , KBA , LOD-CRM-ML-SRV , Machine learning for service cloud , How To


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions